Sr Manager, Application Support

Requisition ID: 239863

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

The Team 

Global Banking and Markets Engineering (GBME) is the fast-moving, award-winning technology engine that powers Scotiabank's Corporate, Investment Banking, and Capital Markets businesses. Within GBME, FX, Commodities, Prime Services, Collateral Mgmt. & Funding Technology focuses on key capital markets systems within the products indicated: Foreign Exchange, Commodities, Prime Services, and Collateral Mgmt. & Funding (repurchase agreements)

The Role 

Prime Services Technology is searching for Senior Manager Application Support  to manage application support teams across Prime Services systems – Cash Prime Brokerage, Securities Lending, Synthetic Prime Brokerage and Risk & Margin.

The successful candidate will have a results-oriented and curious mindset with strong technical skills and extensive functional knowledge of capital markets technology domains.  The candidate will also have extensive experience in managing on- and off-shore app support teams. You will work closely with cross functional teams, including engineers, technical analysts, and technology managers to improve and maintain the application support of Prime Services systems, including change management and incident management. You will face business stakeholder teams as the liaison for major production incident communications and other application support tasks. You will be the main liaison to senior technology management for application support information, including creation of standard KRI/KPIs and other status reporting regarding change management, incident management, and staffing optimization across systems and products. You must be very comfortable working in a matrix environment where many Prime Services system dependencies are serviced outside of Prime Services and require close collaboration and cooperation with Application Support leads in those areas.

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

• Assume line management for Prime Services support team.
• Serve as a liaison with business/end user staff during production incidents, especially major incidents. Also, guide and mentor your staff on proper communication and other aspects of incident management.
• Create standardized reporting for senior management and other stakeholders for weekly production changes, system SLA performance, production incident tracking and trends and team performance
• Manage off-shore consultant teams ensuring that renewals, resources, and costs are managed efficiently
• Review and recommend changes to the app support teams' organization and operating models on an ongoing basis. Focus to be on areas where teams can be combined, on-shore/off-shore team ratios and sufficiency of off-hour support, and reducing app support team dependencies on development and business analyst teams.
• Improve the quality of incident management, with focus on quality incident bulletins and other comms with senior IT management and end users, ensuring that escalation channels and incident playbooks are documented and up-to-date, and ensuring that incident post-mortems are documented and created in a timely manner.
• Participate in and improve product-level change management. Focus will be on ensuring that major changes do not conflict with one-another and creation of consolidated weekly change lists for management review across Prime Services systems

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

• 5+ years experience in managing capital markets application support teams, including the management of offshore teams
• 5+ years of experience in capital markets application support
• Solid knowledge of technology tools required of app support teams, including SQL, batch/shell/Python scripting, and XML
• Knowledge of one or more key application support/IT operations standards (ITIL, COBIT, etc.)
• Extensive experience using common app support tools, including: ServiceNow, DR/business continuity data repositories, etc.
• Experience in creating consolidated reporting in tools such as ServiceNow, Microsoft Business Intelligence, and Excel
• Excellent analytical, problem-solving, and communication skills.  
• A recognized undergraduate degree or diploma in business administration, computer science or related field required. 
• Excellent working experience of Microsoft suite of products (Word, Excel, PowerPoint, Project).  

Preferred Qualifications (Nice To Have)

• Extensive functional and technical knowledge of and app support experience in one or more of the capital markets products in scope. Knowledge of Prime Services is desirable.
• Experience supporting SaaS/managed-service vendor systems. Including SLA tracking, vendor change management, etc.

What's in it for you?

• Working as part of a dynamic ecosystem of vendor and proprietary systems managed by a global team. Many opportunities to learn about many areas of capital markets.
• The opportunity to apply your skills and knowledge in making a real and meaningful improvement in the IT operations of multiple systems and delivering maximum value and stability to our users.
• 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 everyone 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 

#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. 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.