Title:  Application Support Lead

Overview: As an Application Support Lead, you will join the Digital Engineering Operations team. You will have the opportunity to drive the success of Scotia Digital production services by enhancing availability, scalability, performance, and reliability. The team proactively seeks ways to improve application monitoring, address production issues, and assist with customer inquiries.  

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

• Specification Gathering: Gather and refine specifications and requirements based on technical needs. 

• Risk Management: Direct day-to-day activities in alignment with our risk culture and relevant risk appetite statements, communicating these throughout the team. 

• Operational Efficiency: Create an environment that promotes effective and efficient operations while ensuring adherence to day-to-day business controls for risk and compliance. 

• Documentation: Create and maintain comprehensive software documentation. 

• Customer Focus: Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. 

• Incident Management: Drive incident management, problem management, and site reliability engineering (SRE) practices. 

• Leadership in Crisis: Lead, triage, and communicate severity 1 and major incidents, including change management impacting the digital banking channel. Note that this role includes on-call responsibilities outside of traditional working hours. 

• Liaison Role: Perform ongoing interaction between various units, including technology partners, customer-facing staff, QA departments, vendors, product groups, business lines, and leadership. 

• Subject Matter Expertise: Provide end-to-end support as a subject matter expert. 

• Application Reliability: Lead initiatives to perform analysis for lasting application reliability. 

• Operational Enhancement: Enhance steady-state operations, alerting, real-time monitoring, and operational visibility. 

• Application Deployment: Safely deploy provided code packages utilizing approved application security platform  

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

• Education: Post-secondary degree in a related field (technical or business). 

• Industry Knowledge: Familiarity with Google SRE practices and ITIL service delivery methodology and previous 2+ years experience in SRE role 

• Logical Thinking: Strong logical thinking in understanding end-to-end use cases and mapping them to system flows. 

• Customer Experience: Good understanding of how technologies, infrastructure, and processes impact the customer experience. 

• Innovation: Curious and experimental mindset to drive innovation amidst uncertainty. 

• Problem Management: Lead initiatives to perform deep analysis into recurring or complex problems. 

• Communication Skills: Effective communication and diplomacy skills to liaise between groups of varying technical expertise and interests. 

• Technical Expertise: Experience with Java programming language, Spring Boot, SAOP/REST webservices. Sound DBMS knowledge and understanding of network topologies and common network protocols and services e.g., TCP/IP, DNS, HTTP(S), SSH, etc.  

• Cloud Computing: Understanding and interest in Cloud computing technologies – Kubernetes/Docker; GKE; Azure PCF is an asset. 

• Incident Resolution: Experience driving incident resolution through bridge calls and leading root cause analysis with technology partners. 

• Monitoring and Support: Knowledge about building a highly automated production monitoring and support model, hands-on experience integrating Splunk, Dynatrace, ThousandEyes, NewRelic or equivalents. 

• Communication: Superior verbal and written communication skills with the ability to influence decision-making with stakeholders.  

Nice to Have: 

• Familiarity with OpenID, OAUTH, TCP, SSH, SSL protocols 

• Experience with cloud and container technologies (e.g., Docker, Kubernetes & GCP) as we aim to build self-serve products on a cloud platform  

• Solid experience working on infrastructure centric platforms and advanced working knowledge of the server and network configurations both for deployment and at run-time 

• Familiarity with caching and message queuing systems  

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.
• Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
• Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!