Senior Manager Systems Support Analysis 1

Scotiabank; Toronto; On-site; CAD 110,000 - 140,000; Full time

Benefits offered by this job

DEI & Allyship

Accessibility & Accommodations

Upskilling & Tuition Support

Competitive Rewards

Community Engagement

Job summary

Scotiabank in Toronto, Ontario, is seeking a Senior Manager to lead the Level 2 technology support for Exception and Cheque Processing Services. You will be responsible for incident management, problem investigations, and ensuring service performance in a regulated banking environment.

The role requires knowledge of Payments Canada rules and interbank obligations, plus strong leadership, communication, and the ability to balance urgency with compliance.

Qualifications

• 7+ years of progressive experience in technology support, operations, business analysis, or production support within banking, payments, or another regulated financial services environment.
• Strong understanding of Canadian payments operations, including Payments Canada rules, standards, timelines, exception handling, interbank obligations, and cheque processing.
• Experience leading or managing Level 2 technology support, incident management, problem troubleshooting, escalation, and operational monitoring.
• Experience managing SLAs, service quality, ticket queues, aging, backlog, response targets, and resolution performance.
• Familiarity with SOC, SOX, audit, operational risk, and control practices, including evidence management and remediation.
• Proven ability to manage vendor, interbank, business, technology, audit, and control relationships.
• Experience supporting technology or process changes and transitioning new capabilities into steady state support.
• Strong communication, judgment, prioritization, diplomacy, composure under pressure, analytical thinking, and continuous improvement skills.

Responsibilities

• Lead the Level 2 technology support function for Exception and Cheque Processing Services, ensuring stable, compliant, and effective support for critical payment and exception processing platforms.
• Manage incidents, service requests, escalations, problem investigation, root cause analysis, and corrective action follow-up.
• Maintain oversight of SLA performance, ticket queues, aging, backlog, response times, resolution timeliness, and service quality.
• Apply knowledge of Payments Canada rules, standards, timelines, and interbank obligations to support compliant operational decisions and responses.
• Manage vendor and interbank relationships related to investigations, service performance, incidents, disputes, and production support issues.
• Support SOC, SOX, audit, operational risk, and control requirements, including evidence, control execution, remediation, and audit readiness.
• Identify opportunities to improve processes, reduce manual effort, strengthen controls, improve service quality, and reduce recurring issues.
• Ensure technology, process, and vendor changes are ready for steady state support, with clear documentation, ownership, controls, escalation paths, and monitoring.
• Provide leadership, coaching, prioritization, and workload direction to the support team.
• Communicate clearly and remain composed when managing high-pressure incidents, vendor escalations, audit requests, and stakeholder updates.

Skills

Incident management

Problem troubleshooting

SLA management

Vendor management

Interbank coordination

Audit & compliance

Stakeholder communication

Operational monitoring

Job description

Select how often (in days) to receive an alert:

Select how often (in days) to receive an alert:

Please be advised that our Careers site will be unavailable from November 28 at 12am ET to November 29 12am ET for scheduled system maintenance.

Title: Senior Manager Systems Support Analysis 1

Requisition ID: 270772
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Senior Manager, Systems Support Analysis leads the Level 2 technology support function for Exception and Cheque Processing Services. The role is accountable for incident and problem management, service performance, compliance, vendor and interbank coordination, and the effective transition of changes into steady state support.
The incumbent applies knowledge of Canadian payments operations, including Payments Canada rules, standards, timelines, and interbank obligations, to support timely issue resolution, audit readiness, control execution, and operational stability.
The role requires sound judgment, composure under pressure, strong communication skills, and the ability to balance urgency, compliance, service quality, and stakeholder expectations

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

• Leads the Level 2 technology support function for Exception and Cheque Processing Services, ensuring stable, compliant, and effective support for critical payment and exception processing platforms.
• Manage incidents, service requests, escalations, problem investigation, root cause analysis, and corrective action follow-up.
• Maintain oversight of SLA performance, ticket queues, aging, backlog, response times, resolution timeliness, and service quality.
• Apply knowledge of Payments Canada rules, standards, timelines, and interbank obligations to support compliant operational decisions and responses.
• Manage vendor and interbank relationships related to investigations, service performance, incidents, disputes, and production support issues.
• Support SOC, SOX, audit, operational risk, and control requirements, including evidence, control execution, remediation, and audit readiness.
• Identify opportunities to improve processes, reduce manual effort, strengthen controls, improve service quality, and reduce recurring issues.
• Ensure technology, process, and vendor changes are ready for steady state support, with clear documentation, ownership, controls, escalation paths, and monitoring.
• Provide leadership, coaching, prioritization, and workload direction to the support team.
• Communicate clearly and remain composed when managing high-pressure incidents, vendor escalations, audit requests, and stakeholder updates.

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

• 7+ years of progressive experience in technology support, operations, business analysis, or production support within banking, payments, or another regulated financial services environment.
• Strong understanding of Canadian payments operations, including Payments Canada rules, standards, timelines, exception handling, interbank obligations, and cheque processing.
• Experience leading or managing Level 2 technology support, incident management, problem troubleshooting, escalation, and operational monitoring.
• Experience managing SLAs, service quality, ticket queues, aging, backlog, response targets, and resolution performance.
• Familiarity with SOC, SOX, audit, operational risk, and control practices, including evidence management and remediation.
• Proven ability to manage vendor, interbank, business, technology, audit, and control relationships.
• Experience supporting technology or process changes and transitioning new capabilities into steady state support.
• Strong communication, judgment, prioritization, diplomacy, composure under pressure, analytical thinking, and continuous improvement skills.

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.

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.

Job Segment:

Business Analyst, Investment Banking, Technical Support, Bank, Banking, Finance, Technology