Description
Requisition ID: 237578
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
The Senior Problem Manager is responsible for overseeing the Problem Management function across the enterprise technology environment. This role ensures that the root causes of incidents are identified, documented, and permanently resolved to prevent recurrence and minimize the impact on business operations. The Senior Problem Manager will operate within the ITIL framework, driving continuous improvement, maintaining compliance with regulatory obligations, and ensuring the resilience and stability of IT services that underpin core financial operations.
Is this role right for you?
• Lead the Problem Management lifecycle (both reactive and proactive) to ensure adherence to ITIL standards.
• Coordinate and facilitate root cause analysis (RCA) for major and recurring incidents using structured methodologies, ensuring timely resolution and implementation of permanent fixes.
• Ensure accurate documentation of problem records, corrective actions, and preventive measures.
• Ensure that all Problem Management activities are conducted in compliance with regulatory, audit, and internal risk management requirements.
• Conduct post-incident and post-implementation reviews to identify lessons learned and drive process improvements.
• Maintain governance structures to ensure accountability for problem resolution across internal teams and third-party vendors.
• Act as the point of contact for senior stakeholders regarding ongoing and high-priority problems.
• Partner with Application, Infrastructure, Cybersecurity, and Vendor teams to ensure effective problem ownership and resolution.
• Provide executive-level reporting on problem trends, risk mitigation, and systemic improvements to technology leadership.
• Drive proactive Problem Management by analyzing incident and monitoring data to identify potential issues before they impact the business.
• Implement process enhancements, automation initiatives, and predictive analytics to strengthen problem prevention capabilities.
• Foster a culture of continuous improvement, knowledge sharing, and accountability across the Problem Management function.
Do you have the skills that will enable you to succeed in this role?
• Bachelor’s degree in computer science, Information Technology, or a related discipline.
• ITIL v4 Foundation certification (Intermediate or Expert preferred). Additional certifications such as COBIT and Lean Six Sigma are advantageous.
• 12+ years of experience in IT Service Management, with at least 5 years of direct experience in Problem Management.
• Demonstrated success in leading root cause analysis and problem resolution for complex, high-impact incidents in a global IT landscape.
• Strong analytical and data interpretation skills to identify patterns and trends.
• Strategic mindset with the ability to balance technical detail and business impact.
• Strong leadership, facilitation, and influencing skills at both executive and technical levels.
• Excellent written and verbal communication skills, with the ability to prepare clear, concise, and professional reports and presentations.
• Commitment to continuous improvement and operational excellence.
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!
Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.
