Senior Service Reliability Manager

3 months ago

Old Toronto, Canada Scotiabank Full time
Title: Senior Service Reliability Manager

Requisition ID: 205554

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

The Role:

As a member of the Global Payments and Core Banking Systems (PCBE) Systems Reliability team, the Senior Manager, Systems Reliability will lead and collaborate with a team that will work with engineering teams, infrastructure teams, and business partners to continuously improve the stability, and reliability of PCBE systems through Site Reliability Engineering (SRE) based practices that will include continuous people, process and technology (“automating all the things”) enhancements in support of our rapidly changing technology product portfolio.

The Team:

You will work cross-functionally amongst a variety of teams and be a contributor in all significant deliverables to the Systems Reliability Office stakeholders. You will also have an understanding of ‘what could go wrong’, solve complex problems and have a flare for communicating and leading discussions with technical and business partners.

You will leverage your deep experience with IT Service Delivery and IT Service Management to standardize and improve operations, analysis and service levels across the Global Payments and Core Banking Systems portfolio.

You will contribute to the overall success of the PCBE SRO globally, ensuring specific individual and team goals, plans, initiatives are executed / delivered in support of the SRO team’s strategies and objectives. You will ensure that all activities conducted are in compliance with governing regulations, internal policies and procedures.

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

  1. Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  2. Accountable for creating, maintaining and distributing SLOs data and reports/dashboards of our technology portfolio to various stakeholders across the organization.
  3. Champion Stability and Reliability across a portfolio of applications and services by working closely with service owner team to continuously improve the MTTR metrics and reduce downtime, leading troubleshooting of our most severe incidents and participating in incident root cause analysis to prevent recurrence.
  4. Contribute to prioritization of reliability features with service owners and engineering teams.
  5. Contribute to the design, development and delivery of effective tooling, alerts, and automated responses to identify and address reliability risks and automation of SLOs.
  6. Participate in incident calls and when required lead communications on impact and recovery status.
  7. Ensure information on incidents and problems is complete, accurate and the action items are being worked on by the assigned individuals.
  8. Produce weekly/monthly/quarterly status reporting or dashboards on incidents and problems for distribution to business and technology stakeholders.
  9. Participate and drive post incident activities as per organizational governance and requirements.
  10. Interface with teams across technology and business partners on stability and reliability concerns, system disruptions and providing incident details and root causes.

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

  1. Degree in Computer Science, Engineering, or equivalent experience.
  2. 8+ years experience in the industry (Software development, DevOps, Service Management) with at least 3 years in a leadership capacity.
  3. Experience with creating and maintaining system performance dashboards.
  4. Experience with analyzing and troubleshooting systems.
  5. Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
  6. Ability to quickly and clearly communicate incident status via email in business friendly language.
  7. Experience with ITSM tools (ServiceNow, a plus) with strong understanding of SRE and service management principles.

Nice to Haves:

  1. Experience or familiar with the Financial industry.
  2. Systematic problem-solving approach, coupled with effective communication skills and a sense of drive.
  3. Experience with Performance and Capacity Management (PCM) tools (ie. Dynatrace, Splunk).
  4. Well-rounded broad knowledge of OS platforms (Linux/UNIX), Networking, Web Systems and IT Ops.
  5. ITIL Foundation Certification.

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 employees 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.

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

Work arrangements: Hybrid

#LI-Hybrid

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. 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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