Scotiabank Major Incident Manager in Scarborough, Ontario

Major Incident Manager

Requisition ID: 2748

Join the Global Community of Scotiabankers to help customers become better off.

Job Summary:

The Major Incident Manager is a role that works directly with the Major Incident Senior Manager to ensure there is alignment with the IT&S strategy for Major Incident management. The Major Incident Manager will be part of a team whose mandate will be to manage the Major incident process, manage all Major incidents, including managing the MI bridge, communications, chronology, resolution and debrief reporting. The Major Incident Manager will work to proactively prevent availability issues through a focus on the incident and problem management discipline and service improvement through ITIL’s Continual Service Improvement (CSI) methodology. This role requires a close and collaborative working relationship with the Service Management teams in addition to several internal and external organizations to ensure there is a cohesive approach to the improvements needed in the Service Management discipline.

Key Responsibilities:

  1. Manage major incident to resolution,

  2. Document major incident through technical/business communication, chronology, and action items

  3. Conduct post incident reviews.

  4. Identify issues with the existing Incident management process and propose improvement opportunities

  5. Help drive Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for Major Incidents

Key Activities:

  1. Management of Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high risk data or application issues. This role would be on call support 24/7 to support the business availability.

  2. Undertake and drive post incident reviews, with the focus on identifying process and (or) operational improvements

  3. Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management

  4. Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements)

  5. Identifying opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation


  1. Minimum of 3-5 years of relevant experience

  2. Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential

  3. Ability to quickly and clearly communicate incident status via email in business friendly language

  4. Experience with ITSM tools (ServiceNow, a plus) with strong understanding of service management principles it supports

  5. Experience managing Incidents in hybrid model environment (Cloud + On-Prem) applications.

  6. Strong organizational skills and the ability to effectively manage multiple tasks simultaneously

  7. Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution

  8. Capability of working in a complex and fast paced environment

  9. Confident professional and an ability to represent the team in meetings with Business and other IT groups

  10. Strong organization and presentation skill

  11. Client focus and ownership - displays initiative and a proactive approach to work

  12. An understanding and experience of the technology used in a large enterprise is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, web infrastructure, application support, Cloud computing)

  13. Able to facilitate conversations with large groups of remote people

  14. Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state

  15. Able to maintain calm during stressful situations

  16. Able to translate technical incidents into business terms

  17. Fluency in Spanish is considered an asset

  18. Desired skills and qualifications:

  • ITIL V3 Foundation Certificate in IT Service Management

  • Able to develop an end state vision for the process

  • Knowledge of the software development life cycle

  • Global exposure working with teams

Location(s): Canada : Ontario : Scarborough

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.