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Senior Manager, Platform Support (Global CRM Ecosystem; Incident Management/Root Cause Analysis

Date: Jan 11, 2019

Location: Scarborough, ON, CA

Company: Scotiabank



Requisition ID: 46971


Join the Global Community of Scotiabankers to help customers become better off.



Reporting to the Director Development, the Senior Manager, Platform Support is responsible for managing a team of Developers and Business Analysts that are accountable to provide 24x7 support of the bank’s Global Customer Relationship Management (CRM) Ecosystem. In addition to ensuring that post-implementation operational issues are addressed in a timely fashion with as little client impact as possible, this team is also responsible for completing platform version upgrades, addressing minor break-fix items, and working with various delivery and testing teams to ensure that forward progress on the CRM applications is not interrupted.


Based in Scarborough, the Senior Manager of Platform Support will be on-call, 24x7, as the point of escalation.




• Manage the platform support team (direct & indirect reports, contractors or vendor teams) to triage and resolve production issues, coordinate fixes against project schedules, provide technical direction, plan and execute version upgrades and ensure platform currency and stability.

• Manage communication and reporting of incidents, ensuring appropriate escalation as required. Coordinate with all necessary areas of the enterprise that are impacted to ensure resolution takes place in a coordinated fashion.

• Work closely with other technical scrum teams and product owners to ensure that solutions being delivered align with project goals and do not have an adverse impact on other parts of the application stack. Negotiate pragmatic solutions that balance scope, schedule, cost, resources, integration, change quality, etc. against immediate operational needs.

• Drive continuous improvement of support procedures and processes - track and report on incident prevalence, resolution time; provide trend analysis and incorporate analysis into continuous improvement process.

• Provides background information on all matters, recommended actions, and effect of action to the Director to assist him/her in making decisions.

• Build strong working relationships with peers within business lines and partner technology areas.

• Establish and champion quality improvement activities for the department.

• Meeting scheduled milestones to ensure project deliverables are provided in a timely manner and are following Bank standards and/or external regulatory standards such as Sarbanes–Oxley Act (SOX).

• Participate in department and project recruitment, retention and staff performance discussions

• Expected to function independently to ensure that the assigned tasks and project objectives are met.




• You are a proven leader in technology, with at least 10 years of progressive IT working experience, preferably in the financial industry with Pega PRPC.

• You possess a proven ability to manage a team of technologists in both a production support and general delivery capacity; and ideally leading/supervising/motivating teams of 10 or more.

• You thrive on challenge; you are proactive and dynamic, and can demonstrate initiative and the eagerness to learn.

• You have exceptional written and verbal communication skills in English.  The same in Spanish is an asset.

• You have strong leadership, mentoring, coaching and motivational skills.

• You are reliable and proactive, able to adapt to dynamic environments and make sound decisions under pressure, while maintaining attentive to details and the needs of our customers

• Technical working experience with MS SQL Server or similar databases; Mulesoft API Manager; Azure or similar cloud platforms is an asset.




• Post-secondary education in computer science, business, math or engineering related discipline is desirable.

• Pega PRPC CSA or CSSA certification is an asset.


Location(s):  Canada : Ontario : Scarborough

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.

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