ITSM Problem Manager, Scotiabank

Requisition ID: 209550

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Scotiabank's Global Technology Services (GTS) - Major Incident Office (MIO) is responsible for handling any significant business and brand impacting incidents globally. We collaborate with business & technology stakeholders along key subject matter experts to mitigate/avoid critical outages. Team is accountable for implementation of industry best practices at enterprise level to bring consistent execution of process.

You will contribute to the overall success of the Global Problem Management process by ensuring effective detection, analysis, and resolution of IT-related problems and adhering to governing regulations, Scotiabank's standards, policies, processes, and procedures for compliance.

Is this role right for you? In this role you will:

• You excel at managing the entire lifecycle of all IT-related problems, from detection to resolution, ensuring that all issues are promptly addressed and resolved in accordance with the Global Problem Management process.
• You are adept at analyzing incidents to identify underlying problems and prevent recurrence, contributing to the overall stability of IT services.
• You thrive at providing effective communication with all stakeholders to ensure understanding and alignment on problem status & resolution. You also support problem management stakeholders and take a lead role in improving data quality.
• You are skilled at providing input in documenting requirements, and supporting the delivery of training programs, ensuring that all stakeholders have the necessary skills and knowledge to effectively participate in the problem management process.
• You're great at providing input, documenting requirements, and supporting the design and delivery of training programs.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• You have excellent communication (verbal/written/presentation) skills.
• You have at least 5+ years of working experience in Major Incident management in supporting complex IT environment in a larger organization. Banking &/or finance services' industry experience is an added advantage.
• You have at least 5+ years of hands-on working experience in handling incident bridges involving support teams from multiple geographies.
• You have at least 10+ years of progressive IT working experience that spans a high-level understanding of full stack technologies used in a large enterprise.
• You have at least 3+ years of working experience in dealing with senior executives (VP+ audience) from Business and Technology.
• You are adept in working in a complex, fast paced environment by demonstrating strategic thinking, weigh risks, and apply sound judgment to choose right solution.
• You are able to set priorities, pursue multiple threads at the same time, plus can accurately reflect current state and drive towards resolution.
• You completed a post-secondary education in Computer Science, Engineering, Information Sciences, or equivalent.
• You are ITIL Foundations certified (ITIL v3 and/or 2011 and/or v4).

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Working location condition: Hybrid

#LI-Hybrid

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.