Title:  Production Support Analyst

Requisition ID: 253482 

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

We are looking for a Production Support Analyst to join our Digital Engineering Operations. The ideal candidate is passionate about designing and developing complex, highly reliable and scalable enterprise systems. They have a keen interest in application monitoring, security, and maintenance with a strong developer-focused mindset and thrive in a fast-moving environment. As a senior member of this highly talented and interactive team, you will not only get the opportunity to grow and learn from experts but also to mentor growing developers to enhance your leadership skills.

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

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. 
• Incident and problem management of Digital Channels 
• Triage and communicate Severity 1 and major incidents, as well as changes impacting the above-mentioned channels. Please note that this role includes rotational on-call responsibilities, which may require work outside traditional hours. 
• Drive deep insight into underlying problems and customer sentiments via thorough analysis of incident trending. 
• Perform regular review of ServiceNow queues to ensure queue hygiene and management. 
• Produce reporting of incident trending and problem insights; SLO/ SLA adherence 
• Document product and technical knowledge required to provide effective incident management support  
• The incumbent will perform a liaison role and ongoing interaction between various units including, but not limited to: Canadian Banking, Technology partners, Customer facing staff, QA departments, Vendors, Product groups, Business lines, Leadership
• Demonstrate leadership abilities and collaborate effectively with various technology and product partners.  
• Be curious as the skill set and product knowledge will be ever evolving
• Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment. 

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

• Post-secondary degree in a related field (technical or business) 
• Excellent knowledge of incident and problem management with understanding of ITIL service delivery methodology 
• Experience in incident and problem management – particularly with web/ mobile applications 
• Working knowledge of ServiceNow and Confluence or other enterprise support platforms 
• Expertise in PowerBI and reporting standards  
• Proficiency in performance and capacity management tools such as Dynatrace and Splunk 
• Familiarity with site reliability engineering best practices 
• Strong logical thinking in understanding end to end use cases, as well as mapping them to system flows 
• A good understanding of how technologies, infrastructure and processes can impact the customer experience 
• Experience working within the Canadian financial services industry would be an asset 
• Curious and experimental mindset to drive innovation amidst uncertainty 
• Effective communication and diplomacy skills are required to liaise between groups of varying technical expertise and interests 
• Working knowledge of shell scripting, relational and non-relational databases 
• A good understanding and interest in cloud computing technologies such as Kubernetes, Docker, GKE, and Azure PCF is an asset 
• Good understanding of Agile delivery framework in order to support both waterfall and agile projects effectively 
• Experience driving incident resolution through bridge calls; leading root cause analysis with technology partners 

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.

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.