Senior Manager Systems Support Analysis

Scotiabank; Toronto; On-site; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible vacation

Tuition assistance

Employee Resource Groups

Job summary

Scotiabank seeks a Senior Manager in Toronto to lead Incident Management and technology support operations. This role involves strategic oversight, ensuring timely incident responses, and mentoring a high-performance team of analysts and support associates.

The ideal candidate will have extensive operational experience, strong critical thinking, and excellent communication skills. A commitment to diversity and continuous improvement is essential, with benefits starting from day one, including competitive rewards and upskilling opportunities.

Qualifications

• 7-10 years of operational and technical work experience.
• Proven ability to work in high-stress environments.
• Strong critical thinking skills.

Responsibilities

• Lead a team of Business Analyst and Business Support Associates.
• Drive process improvements and changes across systems.
• Manage daily technology support operations.

Skills

Operational and technical work experience

Incident Management practices

Excellent verbal and written English communication skills

Critical thinking skills

Knowledge of regulatory environment

Tools

ServiceNow

Job description

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

The Senior Manager is responsible for the strategic oversight and operational leadership of Incident Management and regulatory compliance activities. This includes ensuring timely, secure resolution of incidents by mobilizing appropriate resources and communicating effectively with senior stakeholders in a clear, business-oriented manner.

In addition to incident response, the Senior Manager leads day-to-day technology support operations, including oversight of ServiceNow ticket management, triage, queue monitoring, and troubleshooting. This role ensures consistent Cheque Technology Service Delivery, after‑hour support adherence to SLAs, and continuous improvement in support practices.

The Senior Manager plays a key role in enhancing the stability and reliability of technology platforms and associated business processes. This includes guiding data collection, conducting incident trend analysis, and overseeing Root Cause Analysis to identify systemic issues and implement preventative measures that protect business continuity.

In this role, you will:

• Lead a team of high-performance Business Analyst and Business Support Associates.
• Mentor and support staff level (6‑7), ensuring team readiness and performance.
• Define and drive the team’s technology vision and an executable roadmap for your applications.
• Act as the primary escalation point for complex issues and approve critical resource decisions, including time‑off requests and scheduling.
• Drive process improvements and support the implementation of changes across systems, technology, and operations.
• Represent the team in critical forums and contribute insights that influence business strategy and operational priorities.
• Promote diversity and inclusion by cultivating a collaborative, multicultural environment across global teams, including Scotiatech and cross‑border support functions.
• Lead end‑to‑end Incident Management, ensuring thorough documentation, stakeholder updates, and continuous improvement through service quality and incident matrix playbooks.
• Oversee Root Cause Analysis and drive remediation planning to prevent recurrence and enhance system stability.
• Manage daily technology support operations, including ServiceNow ticket triage, troubleshooting, and Level 2/3 escalations, ensuring SLA compliance.
• Guide and support team members in ticket handling, scope clarification, and coordination with IT&S partner groups.
• Lead self‑directed enhancement projects and continuous improvement initiatives focused on service excellence and operational efficiency.
• Oversee production health checks activities, ensuring system integrity and recovery readiness.
• Provide senior‑level backup for management duties, including time‑off approvals, schedule governance, and team escalations.
• Manage staff performance, development, and engagement, fostering a high‑performance and inclusive team culture.
• Ensure audit readiness and compliance with operational, regulatory, and risk control requirements, maintaining documentation and controls aligned with enterprise standards.
• Embed risk awareness into daily operations, aligning with Scotiabank’s Values, Code of Conduct, and Global Sales Principles.
• Drive customer satisfaction through proactive service leadership and continuous feedback integration.

Qualifications

• 7‑10 years of operational and technical work experience – familiarity with ServiceNow, Incident Management practices, operating systems, and IT knowledge.
• Proven ability to work in high‑stress environments, with multiple work streams requiring attention within short periods of time.
• Excellent organizational skills and the ability to manage changing priorities.
• Thorough knowledge of Bank processes.
• Thorough knowledge of Bank’s major/key business units.
• Excellent verbal and written English communication skills are essential.
• Knowledge of the regulatory environment governing payments, including Payment Canada standards, rules, and regulations.
• Ability to communicate incident status quickly and clearly via email in business‑friendly language.
• Excels in working not only within a team environment, but also excels in self‑driven work.
• Working knowledge of Branch and/or Retail Business Banking Operations is an asset.
• Strong critical thinking skills.
• Sound judgement to evaluate and analyze information, and effectively resolve incidents.

Benefits

• Diversity, Equity, Inclusion & Allyship – inclusive culture, Employee Resource Groups across diverse identities.
• Accessibility and Workplace Accommodations – committed to an inclusive and accessible environment.
• Upskilling through online courses, cross‑functional development opportunities, and tuition assistance.
• Competitive rewards program including bonus, flexible vacation, personal, sick days and benefits starting day one.
• Dynamic Ecosystem – free tea & coffee, universal washrooms, and ample space for team collaboration.
• Community Engagement – opportunities for engagement & belonging with various programs.

Location(s): Canada, Ontario, Toronto