Senior System Support Specialist

Requisition ID: 262044

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 Strategy & Delivery Management (Infrastructure & Support Team) / Global HR Technology in Globally ensuring specific individual 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

-Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

-Infrastructure - Monitoring and Support:

• Manage application and server inventory for the entire GHRT portfolio in the EPM portal and CMDB database.
• Manage and implement application monitoring using tools authorized by the Bank (Dynatrace, AQA, Splunk) on all applications and servers in the GHRT portfolio.
• Ensure all the GHRT applications comply with the latest security policies, including ESLM integration, static and dynamic application scanning, and penetration testing (Pentests).
• Coordinate infrastructure and IT Risk management activities on all GHRT applications with key focus on infrastructure procurement, Firewall Port Requests (FPRs), IP whitelisting and Disaster Recovery (DR) Tests.
• Ability to troubleshoot simple to complex problems. 
• Learn new technology to become proficient in its use to provide the most cost-effective technology support solutions.
• Areas of expertise will range from operating system, database, web applications, web servers, networking and desktop tools.
• Monitor and update Service Now requests in the Infrastructure & Operations queue
• Log and manage assignments in the teams JIRA board
• Drives the outcome of Incident debriefs and resolution of associated action items.
• Ensures business sensitive metrics are client relevant and contributes to the achievement of high levels of client satisfaction.
• Ongoing refinement of operational needs parameters and support requirements to ensure an efficient steady state process.
• Drive a customer focused culture throughout their team leveraging broader Bank relationships, systems and knowledge to help drive their work.

-Infrastructure - Project Management:

• Manage the "Senior Project Leader" role coordinating infrastructure delivery projects and support activities to ensure deliverables are of the highest quality while meeting defined release, change, project standards and methodologies and architecture.
• Maintain project updates, attestations and files; this pertains to project documentation, approvals, drawdowns, spreadsheets, meeting minutes, monthly status reports, third party contracts and other correspondence and documentation as appropriate.
• Work with business users, technical teams, vendors, and other analysts to assist in project development from the perspective of a Senior System Support Specialist.
• Create/update infrastructure documentation/diagrams related to GHRT portfolio applications.
• Facilitate communication and address concerns between the externals teams (Infrastructure Administrators / Database Administrators / Global Network Support & Services Teams / Information Security & Control Teams) and the internal GHRT Teams. This role requires multitasking on several projects at once, depending on complexity and activities in progress.
• Raise Service Now requests for the provisioning, addition or decommissioning of public and private cloud assets
• Infrastructure - Cost Management:
  • Accountable for financial planning/forecasting and management of GHRT's operating budget (Infrastructure budget).
  • Support GHRT teams in estimating Infrastructure costs related to the implementation of: Servers, Application Licensing and cost analysis of new technological tools.
  • Analyze the costs of On-Premises and Cloud Infrastructure for the GHRT team.

• 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.
• Champions a high-performance environment and contributes to an inclusive work environment.

Dimensions

• Technical Support for all the Infrastructure for Global Human Resources globally
• Support an ecosystem made up of 150+ servers
• Supports compliance and regulatory updates
• Accountable for meeting established service level agreements
• Responsible for coaching of assigned junior staff as needed

Education/Experience

• Bachelor’s degree in business, technology or related fields.
• 3 - 7 years of IT experience
• 2+ years of hands-on project management experience, driving technology projects (software development and/or application infrastructure) preferably in an agile work environment.
• 2+ years of team management experience with a strong understanding of agile project management principles and practices coupled with working experience as a Scrum Master or Project Manager in a recent project/initiative.
• Knowledge of Spanish as a native or second language would be an asset.
• The individual must have strong problem-solving skills to trouble shoot problems across the different environments, systems and networks with the emphasis on client service focus. Working independently or identifying and engaging appropriate resources to help in problem resolution.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Excellent written and verbal communication skills
• Advanced working knowledge required in all the following technical tools / environments:
• Knowledge of Infrastructure Monitoring Tools.
• Knowledge of Microsoft SQL Server 2014 and above.
• Knowledge of Microsoft Windows Server
• Knowledge of Red Hat Linux
• Understanding of Network and Security configurations.
• Knowledge of Active Directory Groups administration.
• Advanced knowledge of Microsoft Office 365.
• Understanding of Microsoft Azure DevOps Pipelines.
• Advanced knowledge of the Cloud Infrastructure: Azure / GCP (PaaS, IaaS, SaaS).
• Knowledge of SharePoint Administration.
• Knowledge in planning and Support for Infrastructure Projects
• An understanding of ITIL processes i.e. ServiceNow

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.