Title:  Director, Application Support & Reliability

Requisition ID: 254964 

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

This leadership position is accountable for the stability, availability, and operational health of Global Wealth Management production technology. The role provides end‑to‑end leadership for production operations, incident management, functional user support, and managed service delivery across all Global Wealth Management lines of business.

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

• Own production operations for GWM technology platforms, ensuring systems are stable, resilient, and available for business & clients.
• Lead incident management, including P1/P2 incidents, ensuring timely triage, escalation, communication, and resolution.
• Act as the escalation point for major incidents, coordinating across application, infrastructure, security, and vendor teams.
• Maintain strong “lights‑on” operations, minimizing business and client impact.

Functional Support & Service Coverage

• Provide functional production support for users of GWM production systems.
• Ensure complete L1/L2 support coverage, including on‑call and after‑hours models.
• Improve run‑books, knowledge management, and operational readiness.

Stakeholder Engagement & Reporting

• Build and maintain strong relationships with Wealth business leaders, Infrastructure teams, and Technology partners.
• Deliver clear executive reporting on: KPIs and KRIs; Incident trends, availability, and service performance
• Represent Production Operations in technology, risk, and service governance forums.

KPI, KRI & SLA Management

• Define and manage KPIs and KRIs related to incident management, availability, MTTR, and service quality.
• Ensure SLA and OLA compliance, proactively identifying and mitigating operational risk.
• Use operational insights to drive risk reduction and service improvements.

Managed Services & Vendor Management

• Serve as the primary point of contact for Managed Service providers.
• Own vendor performance and contract management, including SLA adherence and service reviews.
• Partner with Procurement and Legal on contracts, renewals, and optimization.

People Leadership & Continuous Improvement

• Lead and develop L1/L2 support teams across GWM platforms.
• Set clear goals, coach talent, and foster a culture of ownership, collaboration, and resilience.
• Drive continuous improvement aligned to ITSM best practices, automation, and operational excellence.

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

• Degree in Computer Science, Engineering, or related field.
• 15+ years of experience in technology operations, production support, or service reliability roles, preferably within financial services.
• Proven leadership experience managing L1/L2 support teams and large-scale production environments.
• Strong experience in incident management, including leading P1/P2 incidents in complex environments.
• Demonstrated experience managing managed service vendors and ensuring SLA compliance.
• Strong stakeholder management skills with the ability to communicate effectively with business and technology leadership.
• ITIL certified. Experience with IT Service Management frameworks (ITIL) and operational metrics (KPIs/KRIs).

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 - We offer opportunities for community engagement & belonging with our various programs such as hackathons.

Location(s):  Canada : Ontario : Toronto 

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.