Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Incident and problem management of Digital Channels (Scotia OnLine and Mobile Banking); Mobile Payments; Scotia OnLine Brokerage; Mobile Brokerage and related applications
Triage and communicate Severity 1 and major incidents, as well as changes impacting the above-mentioned channels. Please note that this role includes rotational on-call responsibilities, which may require work outside traditional hours.
Drive deep insight into underlying problems and customer sentiments via thorough analysis of incident trending.
Perform regular review of ServiceNow queues to ensure queue hygiene and management.
Produce reporting of incident trending and problem insights; SLO/ SLA adherence
Document product and technical knowledge required...