Senior Problem Management Specialist

Scotiabank; Toronto; On-site; CAD 90,000 - 110,000; Full time

Job summary

A leading financial institution in Toronto is seeking a Major Incident Manager to oversee incident recovery and communication across stakeholders. The role requires excellent communication skills, extensive IT experience, and a strategic mindset. Candidates must have a post-secondary degree in Computer Science and ITIL certification. Join us in fostering an inclusive workplace where every employee can thrive.

Benefits

Diversity and Inclusion programs

Online courses and tuition assistance

Flexible vacation policy

Competitive rewards program

Qualifications

• Must have excellent verbal/written/presentation communication skills.
• 5+ years of experience in Major Incident management in a complex IT environment.
• 10+ years of progressive IT experience with full stack technologies.

Responsibilities

• Drive recovery of major incidents and manage stakeholder communication.
• Collaborate with teams and vendor partners for resolution.
• Conduct post-incident reviews to prevent recurrence.

Skills

Excellent communication skills

5+ years in Major Incident management

Hands-on incident bridge management

10+ years in IT experience

3+ years with senior executives

Strategic thinking

Prioritization skills

Education

Post-secondary education in Computer Science

ITIL Foundations certification

Job description

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’ll be responsible for driving the recovery of major incidents, managing business and IT stakeholder’s communication, will work with Subject Matter Experts to identify ongoing risk’s and devise a plan to mitigate those risks. While this is not a shift-based role, you are required to be available 24x7 to handle any major outages during your designated on-call week.

Is this role right for you?

• You will join the highly skilled MIO team, which has been spearheading IT stability by delivering consistent results and winning the confidence of business as a trusted partner for all critical outages.
• You are responsible to collaborate with various support teams and vendor partners to device the shortest resolution path by establishing strong command and control over the bridge.
• You are responsible for sending consistent and timely communication to business and IT stakeholders.
• You are responsible for conducting post incident reviews and drive the teams to identify root cause, lessons learned and a plan to prevent a reoccurrence of similar incident.
• You will provide improvement opportunities in the existing enterprise process.

Do you have the skills that will enable you to succeed in this role?

• 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.
• 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.
• 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

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.