Assistant Defect Manager (Problem Manager)

Requisition ID: 179982
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Purpose
Executes on Problem Management (ITIL-based) process for MD Financial applications, ensuring application problems are addressed per SLA and come to timely closure. You will be required to learn and support all aspects of the process and offer guidance to the software development and operational teams as it relates to the details of the problem and work with the team to seek preventative measures. The process includes prioritization, coordination, resolution, and communication activities with regards to production and test defects for internally developed applications and external vendor applications.
Accountabilities

• Coordinate final approval of defect resolution and timing working with CAB, Release Management and application teams
• Lead activities involved with identification, resolution, communication and delivery of production and test defects
• Coordinate with Release Management and Vendor Management to understand and align on budget/costs
• Partner with business stakeholders to ensure proper prioritization of defect delivery
• Coordinate production defect delivery and support Quality Assurance teams during testing
• Provide regular and ad hoc reporting on defects at both a summary and detailed level
• Responsible for the Root Cause Assessment of defects, and preventative measures identified and implemented
• Identify opportunities for improvement of the defect management process, and implement those improvements
• Interface with IT teams (including external vendors) to document effort estimates and risk assessments
• Coordinate defect analysis with all stakeholders to understand the impact of defects and any workarounds necessitated
• Support incident management processes in the identification of known issues
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Functional Competencies

• Outstanding team player with a positive attitude, with a strong sense of ownership and accountability
• Understanding of customer behaviour, and experience in frontline customer service
• Excellent communication, collaboration, and planning skills; proven success in communicating ideas to various stakeholders
• Highly self-motivated, self-starter able to work independently
• Ability to synthesize data into actionable insights and recommendations
• Ability to work in a changing environment with ambiguity
• Strong quantitative skills, experience in developing dashboards, ad-hoc analysis and visualization tools

Education / Experience

• 2+ years’ experience within financial services, management consulting, and/or other fields with a demonstrated capacity to take a holistic view of the customer experience
• Location: Ottawa
• Undergraduate Business (or related discipline) or post graduate degree.

What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success!
• A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision, dental benefits and much more!
• Access to thousands of online and in-person courses so you can hone your current skills, or learn new ones
• We are committed to investing in our employees and helping you continue your career at Scotiabank

Location(s): Canada : Ontario : Ottawa
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.