Job Description

Is this role right for you?

In this role you will:
  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

  • Incident and problem management of Digital Channels (Scotia OnLine and Mobile Banking); Mobile Payments; Scotia OnLine Brokerage; Mobile Brokerage and related applications

  • Triage and communicate Severity 1 and major incidents, as well as changes impacting the above-mentioned channels. Please note that this role includes rotational on-call responsibilities, which may require work outside traditional hours.

  • Drive deep insight into underlying problems and customer sentiments via thorough analysis of incident trending.

  • Perform regular review of ServiceNow queues to ensure queue hygiene and management.

  • Produce reporting of incident trending and problem insights; SLO/ SLA adherence

  • Document product and technical knowledge required...

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