Manager, Technical Support and Services, Applications

Is this role right for you?

Leadership & Team Development

• Lead, coach, and develop the Applications team, fostering a culture of collaboration, continuous improvement, and high performance.

• Provide guidance and mentorship to team members and analysts in daily operations, troubleshooting, and project delivery.

• Set clear goals, conduct performance reviews, and support professional growth.

Technical Operations & Service Delivery

• Oversee Lead and manage a team of 6–8 Level 3 engineers responsible for supporting Windows servers and associated infrastructure applications.

• Collaborate with the team to deliver solutions for day-to-day business requirements within the scope of supported applications.

• Oversee the implementation, administration, and support of Tangerine’s Windows Server OS environment and related applications, including O365, Exchange, Teams, SharePoint, SCCM, SCOM, CyberArk, Trellix Endpoint Suite, VMware, Intune, Autopilot, and Entra ID.

• Ensure the availability, reliability, scalability, and security of all Windows servers and storage, including application, file, print, and BCP servers.

• Lead annual Disaster Recovery planning, testing, and maintain DR readiness.

• Manage software currency and maintain the applications portfolio under Technical Services – Applications team.

• Oversee Incident, Request, and Change Management processes for the Applications team.

• Drive evaluation, selection, and deployment of operating systems and infrastructure technologies.

• Manage vulnerability assessments, patching, and compliance for server applications.

• Provide guidance and oversight for audits related to supported applications.

• Monitor and manage alerts and notifications from all supported applications.

• Review and approve requests and changes logged by the team; participate in CAB meetings.

• Set goals for direct reports and conduct quarterly and annual performance reviews.

• Coordinate 24x7 support for critical systems and applications as required.

Strategic Planning & Project Management

• Develop and implement IT policies, procedures, and best practices to drive operational excellence.

• Plan and execute technical projects, including migrations, integrations, and capacity expansions.

• Collaborate with cross-functional teams to align technology initiatives with business goals.

Stakeholder Engagement & Communication

• Serve as the primary escalation point for complex technical issues, ensuring prompt resolution and clear communication.

• Build strong relationships with internal business partners, vendors, and external stakeholders.

• Effectively communicate technical information to both technical and non-technical audiences.

Risk, Compliance & Documentation

• Ensure compliance with IT security standards, risk management, and regulatory requirements.

• Maintain accurate documentation of systems, procedures, and incident resolutions.

• Support disaster recovery and business continuity planning.

Continuous Improvement

• Drive process improvements and innovation within the team.

• Stay current with emerging technologies and industry trends, recommending enhancements as appropriate.

Do you have the skills that will enable you to succeed in this role?

Education & Experience

• University or College Degree in Computer Science, Engineering, or related field.

• Minimum of 7 years of progressive experience in technical services, systems administration, or IT operations, including management roles within medium to large enterprise environments. Experience in financial or regulated industries is considered an asset.

• 2+ years of leadership experience with demonstrated success in implementing continuous improvement and strategic initiatives.

Technical Skills

• Deep working knowledge of Windows Server OS, Active Directory, O365 administration, SCCM, SCOM, Exchange, Teams, SharePoint, VMware, CyberArk, Trellix and endpoint security solutions.

• Experience with PowerShell scripting and automation.

• Strong troubleshooting and analytical skills.

Leadership & Communication

• Proven ability to lead technical teams and manage multiple projects.

• Excellent verbal and written communication skills, including presentation abilities.

• Strong interpersonal skills and stakeholder management.

Attributes

• Logical thinker, detail-oriented, and proactive problem solver.

• Results-driven, able to prioritize and manage competing demands.

• Commitment to continuous learning and professional development.

• Willingness to dive in and take charge, identifying and tackling key issues.

Working Conditions

• Hybrid work model (remote and onsite 4 days per week is required).

• May require evening, weekend, or on-call work to support critical systems.

• Occasional travel may be required.

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!