Technical Support Analyst

Job description

Technical Support Analyst



Requisition ID: 237423



Thanks for your interest in ScotiaTech, Scotiabank's new and innovative Technology hub in Bogota.



Join a purpose driven winning team that promotes creativity and innovation in a fast-paced environment, where we’re always committed to results, in an inclusive, diverse, and high-performing culture.



**Purpose**



Contributes to the overall success of the 24x7 Global Systems Operations Centre ensuring specific individual and team goals, plans,

initiatives are executed / delivered in support of the team’s business strategies and objectives.

Ensures all activities conducted are in

compliance with governing regulations, internal policies and procedures.



**Accountabilities**



• Contributes to a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems

and knowledge.

• Responsible to consistently meet/exceed user expectations for the delivery of critical batch processes and monitoring across

all geographies and lines of business.

These activities may include (but are not limited to) managing individual work in

progress limits, assisting in the facilitation of incident management bridges and communications, performing recovery

procedures as well as performing alert/incident monitoring within the approve enterprise incident SLA.

• Required to monitor the operations of various workload automation and monitoring tools according to documented

procedures as well as critical services and infrastructure components across the enterprise.

These duties include approving

and setting up manual scheduling, assisting in the identification of root cause for failed jobs/processes and performing

corrective action for application/infrastructure alerts to ensure service level agreements are met.

This position requires

extensive attention to details given the potential customer and monetary impact that can result from a failure to adhere to

procedures and best practices.

• The Global Systems Operator is expected to have a strong customer service mindset as it applies to the monitoring of the

Bank’s online applications across all geographies.

This focus is to ensure that the applications are consistently operating

within the Bank’s documented Service Level Agreements.

The individual is expected to have a technical understanding of the

Bank’s various environments across business lines and must have the ability to adapt and embrace constantly changing

technology.

• Responsible for ensuring any problems worked on are documented in a detailed manner within the incident record

(incident/problem management tool) and that a chronology is provided to senior management for all service impacting

issues.

All incidents must be tracked through the incident/problem management tools and escalated if necessary.

• Responsible for completing Shift Turnover logs, Morning Statuses and all relevant logs prior to shift turnover and to ensure

that the Senior / Senior Manager is aware of all in-flight or outstanding issues that may require attention.

• Due diligence by the Operator is mandated that all programmers and other individuals follow the established protocols as

they pertain to Emergency Change Request, Mailboxes, Special Processing, Incident/Batch Management etc… such that

nothing adversely affects the Bank’s critical information asset processing.

• There is an expectation that the Operator will suggest on-going processing improvements and/or scrutinize changes

submitted by other departments after they have been reviewed by the Senior Application Specialist.

The more-experienced

Operator is also expected to step into the role of the Senior Global Systems Operator in the absence of that individual due to

holiday, weekends, vacations or extended coverage.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its

Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day

business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.



**Dimensions**



• Receives general guidance and information from the Senior Global Systems Operator and Senior Manager on a

regular basis.

• Service is to be maintained to more than 1000 Canadian branches and 3000 International branches and their CAUs

• More than 3.5 Million jobs are processed monthly across approximately 400+ applications

• Provides varied level of support to over 700 applications across 35+ countries

Education / Experience / Other Information (include only those that are specific to the role)

• Associate's or Bachelor's Degree or technical institute degree/certificate in Computer Science, Information Systems,

or other related field or equivalent work experience.

• 2-5 years technical or operations based work experience

• Ability to work in a fast-paced environment and adapt to change in process/procedure to accommodate our

customers while focusing on risk mitigation and customer service.

• Excellent verbal and written skills are essential to ensure incidents/problems are understood and documented

accordingly.

• Excellent organization and time management skills with the ability to manage multiple problems from simple to

complex concurrently

• Ability to focus on timelines and Service Level Agreements to ensure they are achieved while working in an

operations environment where potentially multiple issues are occurring

• Spanish as a second language is an asset for communicating with our International partners.

• The Operator is required to have an in-depth and extensive knowledge of workload automation.

Tools may include

CA7 Scheduler, Autosys, Sysadmiral (Tidal), Control M (BMS) AS400/iRobot etc…

• Working knowledge (ability to work un-assisted) of Endevor, Data Management, Problem and Change Management,

TSO/CLISTS, ACF, BUNDL, APCDOC, JCL, AIX and ServiceNow platforms (Event Management, Incident management,

Knowledge)

• Working knowledge of monitoring tools that feed into the Global Systems Operations Centre ie: SMURF, Dynatrace,

Splunk, Aternity, Foglight, AQA-STM etc…

• Working knowledge of IMS, CICS, DB2, CMS and VSAM is also strongly recommended as well as a proficiency in

being able to configure Personal Communications iSeries Access for Windows, the use of HMC consoles for a

multiple LPAR environment, RDARS and Content Management on Demand.

• PC skills are essential requirement for the such as Windows, Office, Word etc

• Problems from a moderate to a difficult level of complexity should be easily handled in that technical and/or

operational guidance can be provided to the Development and User areas in satisfying their business line provisions



Location(s): Colombia : Bogota : Bogota



ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia.

The ScotiaTech hub was created to support different technology systems and processes of the Bank.

We offer an inclusive, positive work environment, and competitive benefits.



At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone.

Candidates must apply directly online to be considered for this role.

We thank all applicants for their interest in a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.

Required Skill Profession

Other General