Toronto Employment Platform

Senior Manager, Problem Management (Bilingual English/Spanish)

Requisition ID: 100590Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.


The team:

The Global Technology Solutions (GTS) – Service Support’s Enterprise Problem Management teams are mandated to ensure that the Information Technology & Solutions (IT&S) incident review process is executed effectively in identifying Root Cause via the post-mortem process. Once root cause has been determined a plan is placed by the Problem Management to either mitigate recurrence of the incident and/or significantly reduce the recovery time needed to restore services to our clients/customers. Problem Management has a global scope and is mandated throughout the enterprise for all incidents identified through the Post Incident Severity Assessment (PISA) criteria evaluation.


The role:

You are a part of a team that ensures the Enterprise Problem Management policies, processes and automation tool adherence for all IT problem tickets and oversight with respective queue management. You will interlock and align with these IT&S stakeholders in all aspects of the problem process lifecycle.


Strong communication, presentation and meeting decorum/etiquette skills are essential as the incumbent will be engaging with personnel through to IT&S senior leadership.  The GTS Problem Manager. The Problem Manager must have operations experience, high level of process acumen and a technology background to facilitate meaningful post-mortem discussion outcomes. Individual must be able to work and thrive in a high paced and volume environment while dealing with delivery of time sensitive information.


Is this role right for you?

You can independently run/manage meetings with all levels of personnel through to senior leadership.
You can articulate to management the reasoning behind root cause identification and methodology for either mitigation or recurrence or significantly reduce time needed to restore services.
You thrive on facilitating, reviewing and completing the collection, sharing and archiving of post-mortem artifacts.
You are an excellent ambassador of GTS Offerings and Enterprise Best Practices (ITIL).
You will ensure that roles and responsibilities are clearly defined and understood by all IT&S stakeholders through regular collaboration, testing and training.
You will assist with continual improvement initiatives for the process and the ServiceNow automation tool.

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

You have at least 3 years of progressive technical working experience in a large, enterprise Information Technology service delivery Operations environment (e.g., Level 2 & 3 help desk support for systems & networks).
You possess excellent verbal and written communication skills in both English & Spanish in order to connect with both technical or business functional stakeholders and leaders.
You must have exceptional meeting etiquette and decorum.
You must have demonstrated excellent interpersonal skills;
Having advanced listening skills
Having demonstrated skills in persuasion in seeking agreement/quorum.
Encouraging safe and open dialogue

You possess excellent knowledge on the use of MS Office Suite – MS Excel to create/maintain pivot tables & macros; plus, perform data analysis.  You can also create documents and presentations using MS Word & MS Powerpoint & incorporate the use of graphics & charts.
You possess excellent knowledge on the use of ServiceNow ITSM tool – Incident/Problem Ticket lifecycles.
You possess the abilities to independently manage multiple assignments, understand priorities and meet strict deadlines proactively.

What’s in it for you?

You will be on the leading edge in one of the top 5 chartered banks in Canada in a unique role as part of the bank’s digital transformation strategy implementation where people, process and tools come together in a streamlined way to provide service delivery excellence to it’s customers which include Scotiabank employees.
We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
You’ll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world.
We foster an environment of innovation and continuous learning.
We care about our people, allowing them to design how they work to deliver amazing results.
We offer a competitive total rewards package, including a performance bonus, company matching programs (pension & Employee Share Ownership), generous vacation; health/medical/wellness benefits; employee banking privileges.
While we currently work remotely from home, when it’s safe to physically return to work, our primary office in Scarborough is:

Renovated with a design focus on enabling collaboration through both environment and technology.
Furnished with an onsite cafeteria that serves hot foods, salads, sandwiches & snacks + a Tim Horton’s kiosk.
Equipped for breaks with table tennis, table soccer, pool table & TV’s. Our lounges have fridges, microwaves, complimentary hot beverage stations & water dispensers.
Minutes by TTC bus from Warden subway station on Line 2.  Free employee shuttle service connecting the IT campus with nearby GO stations.  2022 opening of the Eglinton Crosstown Light Rail Transit with the Birchmount stop that’s steps away.
Minutes from the 401 & DVP. Free onsite & offsite employee parking with charging stations for electric vehicles onsite.


Location(s):  Canada : Ontario : Scarborough 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.

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