ITSM Problem Manager

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. The team is accountable for the implementation of industry best practices at the 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:

• Excellent communication (verbal/written/presentation) skills.
• At least 5+ years of working experience in Major Incident management in supporting a complex IT environment in a larger organization. Banking &/or finance services’ industry experience is an added advantage.
• At least 5+ years of hands-on working experience in handling incident bridges involving support teams from multiple geographies.
• At least 10+ years of progressive IT working experience that spans a high-level understanding of full stack technologies used in a large enterprise.
• At least 3+ years of working experience in dealing with senior executives (VP+ audience) from Business and Technology.
• Adept in working in a complex, fast-paced environment by demonstrating strategic thinking, weighing risks, and applying sound judgment to choose the right solution.
• Able to set priorities, pursue multiple threads at the same time, plus can accurately reflect current state and drive towards resolution.
• Completion of post-secondary education in Computer Science, Engineering, Information Sciences, or equivalent.
• 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 embraced through bias-free practices and inclusive values across Scotiabank.
• Accessibility and Workplace Accommodations - 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 starting on day one.
• Community Engagement - Opportunities for community engagement & belonging with programs such as hackathons, contests, and more!

Working location condition: Hybrid