Manager, Infrastructure and Operations

6 months ago

Scarborough, Canada Scotiabank Full time

Requisition ID: 181996

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

**Global Banking and Markets**
- Global Banking and Markets (GBM) is a leading Canadian Capital Markets and Investment Banking business with a growing platform in the US and Latin America, operating globally for over 100 years. Scotiabank’s strong U.S. presence provides our clients an important bridge to this key global market for trade and investment flows across the Americas and the world._
- Global Banking & Markets provides a full range of investment banking, credit and risk management products and services relevant to the financing and strategic development needs of our clients. Our products include debt and equity financing, mergers & acquisitions, corporate banking, institutional equity sales, trading and research, fixed income products, derivatives, energy, foreign exchange and precious & metals. We also cross-sell the full range of wholesale products and services offered by the Scotiabank Group._
- Be part of an innovative, Global Capital Markets and Investment Banking business with a unique geographic footprint that puts capital to work for our clients across industries We work together to drive ambition for every future_

**Purpose**
The Manager leads a team of IT operations and technical specialists who provide support for all aspects of Global Business Payment’s (GBP) file translation platform plus desk-side support for Client Services and Operations (CS&O) users. This platform is used to deliver payment and reporting services to Scotiabank’s commercial and corporate customer base.

**What You’ll Do**
The Manager, Special Processing Support Services will provide full system life cycle management (analysis, technical requirements, design, testing and implementation) and support of the bank’s file translation platform. The core duties of the Manager will include:

- Lead the ongoing work to modernize the operational support of the environment. This will include, both working independently and closely with IT teams to design test and implement new Intel server hardware and software upgrades to the environment and related monitoring, alerting and support mechanisms. Develop, implement, and manage virtual Windows images and the supporting virtual server environment. Also be the technical lead and or lead initiatives where business requirements and strategies are translated into technology and or operational upgrades to products, services and the environment. These upgrades will have a direct impact to service level agreements with customers.
- Ensure all aspects of the environment (hardware and software upgrades, operation processes and procedures) are fully updated and maintained. Leverage audit, compliance, and ITIL best practices to develop and maintain consistent and repeatable processes for the ongoing maintenance of hardware and software.
- Be an advocate for customer’s issues from an operational and support perspective. Provide customer feedback to other internal groups and departments as a means to continually improve the platforms and services provided by the bank. Will proactively contact customers and relation managers when a service disruption occurs. Likewise, will also be tasked to provide updates to customers and relationship managers during an outage.
- Role also has a deskside support component (manage desk side support activities - provide end user support for approximately 230 users).

**What You’ll Bring**
- Strong communication skills, both spoken and written.
- Understanding of Data Centre operational processes, procedures within an ITIL framework.
- Some understand of financial payment products and services (including technical aspects and business logic / processing) is an asset.
- Understanding of software development life cycle (DevOps)
- High degree of organizational and prioritization skills based on business and client impact
- Excellent interpersonal skill to continuously keep up to date with product and technology enhancements by leveraging both internal and external contacts.
- Understanding of various operating systems, Office productivity tools, internet protocols, networking, security and encryption technologies, computer hardware, alerting and monitoring and be able to provide oversight (and be the escalation point for the team) with troubleshooting technical configuration and setup issues with products and services.

**Work Arrangement**:
The incumbent is required to interact with internal staff on different levels along with customers who require timely solutions to incidents and requests. Also required to participate in projects that adhere to fluctuating deadlines. The role requires to work in different shifts and times with the possibility of some hybrid work from home following bank regulations, directions and business needs.

**Interested?**
At Scotiabank, every employee is empowered to reach their fullest potential

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