Senior Manager Systems Support Analysis - Scotiabank, Toronto

Role overview

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. The Senior Manager, Systems Support Analysis leads the Level 2 technology support function for Exception and Cheque Processing Services. The role is accountable for incident and problem management, service performance, compliance, vendor and interbank coordination, and the effective transition of changes into steady state support. The incumbent applies knowledge of Canadian payments operations, including Payments Canada rules, standards, timelines, and interbank obligations, to support timely issue resolution, audit readiness, control execution, and operational stability. The role requires sound judgment, composure under pressure, strong communication skills, and the ability to balance urgency, compliance, service quality, and stakeholder expectations.

Your impact

In this role, you will be responsible for the following key duties and day-to-day responsibilities:

• Leads the Level 2 technology support function for Exception and Cheque Processing Services, ensuring stable, compliant, and effective support for critical payment and exception processing platforms.
• Manage incidents, service requests, escalations, problem investigation, root cause analysis, and corrective action follow-up.
• Maintain oversight of SLA performance, ticket queues, aging, backlog, response times, resolution timeliness, and service quality.
• Apply knowledge of Payments Canada rules, standards, timelines, and interbank obligations to support compliant operational decisions and responses.
• Manage vendor and interbank relationships related to investigations, service performance, incidents, disputes, and production support issues.
• Support SOC, SOX, audit, operational risk, and control requirements, including evidence, control execution, remediation, and audit readiness.
• Identify opportunities to improve processes, reduce manual effort, strengthen controls, improve service quality, and reduce recurring issues.
• Ensure technology, process, and vendor changes are ready for steady state support, with clear documentation, ownership, controls, escalation paths, and monitoring.
• Provide leadership, coaching, prioritization, and workload direction to the support team.
• Communicate clearly and remain composed when managing high-pressure incidents, vendor escalations, audit requests, and stakeholder updates.

Requirements

To succeed in this role and help us deliver exceptional results, you should meet the following qualifications:

• 7+ years of progressive experience in technology support, operations, business analysis, or production support within banking, payments, or another regulated financial services environment.
• Strong understanding of Canadian payments operations, including Payments Canada rules, standards, timelines, exception handling, interbank obligations, and cheque processing.
• Experience leading or managing Level 2 technology support, incident management, problem troubleshooting, escalation, and operational monitoring.
• Experience managing SLAs, service quality, ticket queues, aging, backlog, response targets, and resolution performance.
• Familiarity with SOC, SOX, audit, operational risk, and control practices, including evidence management and remediation.
• Proven ability to manage vendor, interbank, business, technology, audit, and control relationships.
• Experience supporting technology or process changes and transitioning new capabilities into steady state support.
• Strong communication, judgment, prioritization, diplomacy, composure under pressure, analytical thinking, and continuous improvement skills.

What is in it for you

Scotiabank offers a comprehensive rewards and workplace program designed to support your professional growth, wellness, and personal needs:

• 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.
• 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.
• 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.