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Application Support Specialist

4 months ago

Toronto, Canada Scotiabank Full time

 

 

 

Requisition ID: 195151

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

 

The Digital Engineering Operations team drives the overall success of the Bank's by improving Scotia Digital production services' availability, scalability, performance, and reliability. The incumbent is responsible for the maintenance, support and change control of Bank's digital channel operations. She/he will part of a team of that will be responsible for incident/problem management of Scotia Online brokerage, Mobile brokerage and related production change activities. 

 

This position will be focused on leadership, building knowledge base, managing various vendor relationships and the customer impact associated with scheduled and unscheduled production events. Please be aware that, on a rotation basis, there will be significant responsibilities outside of traditional working hours.

The team dynamic and work environment will be rewarding, and office hours can be flexible.

 

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

 

  • Provide operational technical triage for Scotia OnLine Brokerage technology applications which includes:
    • Acknowledge and respond back to incident ticket based on Scotia OnLine Brokerage technology service level agreement.
    • Initial incident triage and troubleshooting
    • recreation of production issue for troubleshooting and problem determination
    • perform necessary technical steps in collaboration with stakeholder teams to figure out root cause of production issue.
    • engage other support teams and/or technical development teams to resolve production issue.
    • be the point of contact for support communications; keeping stakeholders up to date on accurate and up-to-date information by way of email, call bridge, Slack, MS Teams or other communication methods.
    • Drive resolution, resiliency and stability efforts
    • reassign tickets to appropriate teams/queues.
  • Monitor the support mailbox and service support requests from customers.
  • Monitor, troubleshoot, and resolve production issues of online brokerage applications using Scotiabank-approved tools (e.g., Slack, PagerDuty.com, Thousand Eyes, GEMS, Splunk, Dynatrace, etc.)
  • Ensure all required access to perform expected in-scope operational support has been acquired. This includes all regular access renewal requests are successfully completed before expiry.
  • Lead and deliver post-incident-report (PIR) on production operational incidents when required.
  • Define and deliver documentation on operational processes for applications within the scope of Digital channels – more specifically OnLine brokerage.
  • Triage production incident bridge through.
  • Provide business hours (9am-5pm) operational support.
    • Facilitate and host emergency calls to application triage and resolve issues as necessary.
    • Provide primary support for system maintenance and issue resolution; ensure operational health of production middleware/system according to the team system accountability.
    • Perform postproduction operational/administrative tasks as provided by development runbook.
  • Problem management: lead initiatives to perform deep analysis into problem recurring or complex problems.
  • Drive and lead remediation of complex problems to achieve stability and lasting resiliency.
  • Documentation creation and modification as appropriate to their support team
  • Enhancement of steady state operations, real-time monitoring, alerting & operational visibility, and support processes with direction from product owner and technology owner and management team
  • Pager duties for 24x7 active pager support
    • expected in rotational basis. Approximately one week on-call duty on a monthly rotation
    • at least one person is on-call at all times.
    • SLA of 15 minutes to report and respond to requestor.

 

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

 

  • Be self-motivated, autonomous and a team player in a fast-paced environment. 
  • Willingness to work outside of the traditional work week and requires continual shifting of priorities. The role requires attention after hours and on call support.
  • 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.
  • Curious and experimental mindset to drive innovation amidst uncertainty.
  • Strong logical thinking in understanding end to end digital banking and online brokerage use cases, as well as mapping them to system flows.
  • Proven ability to translate ideas into technical and business realities; map technology to business problems.
  • Effective communication and diplomacy skills are required to liaise between groups of varying technical expertise and interests.
  • Must be flexible to adapt to a dynamic environment, balance simultaneous priorities and make quick and sound decisions under pressure. 
  • Superior verbal and written communication skills with the ability to influence decision-making with stakeholders.
  • A proactive approach to spotting problems, areas for improvement, and performance bottlenecks.
  • Completion of the Canadian Securities Course highly preferred.
  • Excellent knowledge of incident and problem management with understanding of ITIL service delivery methodology
  • 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.
  • Ability to communicate the customer impact concisely and map back to system flows.
  • Strong understanding of Execution- only / direct investing/ online brokerage / wealth management / capital markets use cases.
  • Experience in developing and/or supporting complex, large-scale customer-facing platforms.
  • Strong working experience with incident management and setting up monitoring alerts.
  • Experience with private/public cloud services and platforms.
  • Good understanding of multi-tier applications.
  • Experience with enterprise collaboration tools such as JIRA, Service Now, Confluence
  • Proficient with MS suite
  • Proficiency in performance and capacity management tools such as Dynatrace, Splunk, Thousand Eyes and New Relic is highly preferred.
  • Experience working with database technologies such as Oracle, Sybase and MongoDB.
  • Working knowledge of relational databases and SQL to perform ad hoc queries and reporting.
  • A good understanding and interest of Cloud computing technologies – Kubernetes / Docker; GKE; Azure PCF is an asset Experience with Docker (or other container runtimes) and Kubernetes is preferred.
  • Prior production support or SRE experience is preferred.

 

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.
  • 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. 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.