Senior Manager Systems Analysis Job Toronto area,Ontario Canada,IT/Tech

Position: Senior Manager Systems Support Analysis

Is this role right for you?

In this role, you will:

Lead a team of high-performance Business Analyst and Business Support Associates.

Mentoring and supporting staff level (6-7), ensuring team readiness and performance.

Define and drive team’s technology vision and an executable roadmap for your applications

Acting as the primary escalation point for complex issues and approving critical resource decisions, including time-off requests and scheduling.

Driving process improvements and supporting the implementation of changes across systems, technology, and operations.

Representing the team in critical forums and contributing insights that influence business strategy and operational priorities.

Promotes diversity and inclusion by cultivating a collaborative, multicultural environment across global teams, including Scotiatech and cross-border support functions.

Leads end-to-end Incident Management, ensuring thorough documentation, stakeholder updates, and continuous improvement through service quality and incident matrix playbooks.

Oversees Root Cause Analysis and drives remediation planning to prevent recurrence and enhance system stability.

Manages daily technology support operations, including Service Now ticket triage, troubleshooting, and Level 2/3 escalations, ensuring SLA compliance.

Guides and supports team members in ticket handling, scope clarification, and coordination with IT&S partner groups.

Leads self-directed enhancement projects and continuous improvement initiatives focused on service excellence and operational efficiency.

Oversee production health checks activities, ensuring system integrity and recovery readiness.

Provides senior-level backup for management duties, including time-off approvals, schedule governance, and team escalations.

Manages staff performance, development, and engagement, fostering a high-performance and inclusive team culture.

Ensures audit readiness and compliance with operational, regulatory, and risk control requirements, maintaining documentation and controls aligned with enterprise standards.

Embeds risk awareness into daily operations, aligning with Scotiabank’s Values, Code of Conduct, and Global Sales Principles.

Drives customer satisfaction through proactive service leadership and continuous feedback integration.

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

7-10 years operational and technical work experience – familiarity with Service Now, Incident Management Practices operating systems, Manager IT knowledge

Proven ability to work in high stress environments, with multiple work streams requiring attention within short periods of time

Excellent organizational skills and the ability to manage changing priorities.

Thorough knowledge of Bank processes

Thorough knowledge of Bank’s major/key business units

Excellent verbal and written English communication skills are essential

Knowledge of the regulatory environment governing payments, including Payment Canada standards, rules and regulations

Ability to communicate incident status quickly and clearly via email in business-friendly language

Excels in working not only within a team environment, but also excels in self-driven work

Working knowledge of Branch and/or Retail Business Banking Operations is an asset.

Strong critical thinking skills

Sound judgement to evaluate and analyze information, and effectively resolve incidents

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.