Sr Support Analyst, Information, Technology & Solutions - Global Services

Company: Scotiabank


start Date:
Deadline: 2/23/2013

We are over 75 000 Scotiabankers, members of a successful and dynamic global community, in over 50 countries. We work together with a shared vision of an exciting future. Each of us is a respected and valued member of a winning global team. As Canada's most international bank, Scotiabank operates as one team, locally and globally. Our dynamic International Banking division encompasses Scotiabank‚Äôs retail and commercial banking operations in more than 40 countries outside Canada ‚Äď an international presence unmatched by our competitors. Our branches, representative offices, subsidiaries and affiliates provide a full range of financial services to customers across the Caribbean and Central America, Mexico, Latin America and Asia. International Banking Information, Technology and Solutions is looking for two Sr. Support Analyst to join its team on a One year contract You will be required to work rotating shifts, in order to provide multi-country technical and Application support services of varying complexity in a manner which delivers high quality customer service to our users throughout the International Region.  You have a wide knowledge covering systems, business and product lines in an environment Reporting to the Manager, International Banking System Global Service Center you will be responsible for technical systems and application(s) support to all production and client-server systems maintained within the Bank‚Äôs International Branches and ISCs. You will support the Information Systems Centres (ISC) with matters relating to information processing equipment, systems, product applications and telecommunications systems.  The Support Analyst is responsible for proactive monitoring in line with maintaining system availability to all production systems. Accountabilities System Support and Administration ¬∑         Provide First line support 7 days per week 24hrs, working on rotating shift with the aim of maintaining continuous system availability both to the Branch Users and the Bank‚Äôs Customers. ¬∑         Ensure all calls are entered into the ITS Global Service Centre Ticketing System immediately and appropriately escalated. He/She is responsible for updates to tickets ensuring all relevant information is documented and available. ¬∑         Monitor all International Branches and ISCs daily activities online as well as alternate delivery channels (utilizing our monitoring tools ie., Concentre, Tivoli) ensuring that systems/applications are available and running as per normal and providing the necessary support when required. Should the Senior Support Analyst be unable to provide the International Branches or ISCs resolution, he/she is responsible for referring the issue to the Team Leader ensuring all relevant information is available. The Senior Support Analyst may be required to escalate to 2rd line if the severity of the problem is 0-1 . In this instance they are responsible for advising the Team Leader/Senior Manager immediately. Planning ¬∑         Maintain awareness of relevant office automation tools, techniques, and industry trends.  Coordination with appropriate support groups regarding ISC‚Äôs monthly Initial Program Load (IPLs), save entire system, any routine procedures that will affect adversely the applications running on the system. Systems Management ¬∑         Provide assistance to the International Branches and ISCs in the preparation and maintenance of strategic and viable contingency and disaster backup-recovery systems to ensure that they are active and capable of implementing at a moment‚Äôs notice, in the event of a disaster/disruption/failure. General Problem Management ¬∑         Provides effective/efficient User Support by identifying, recording, resolving and/or escalating problems and deficiencies through timely escalation to 2nd line Senior Support Analyst/ Systems Architecture (SA), International Systems Development ( ISD) Network Operations Services (NOS, Cooperate & International Network Services (CINS), Third Party Vendors and ITS Team Leader/ITS/IBS Senior Management. Ensures all problem logs are reviewed and analyzed addressing operational issues within ITS or otherwise forwarding on to International Banking Systems (IBS/ISD) for review and actioning. \  System Security ¬∑         Ensure awareness of and adherence to Bank‚Äôs security requirements as detailed in the security awareness program. Under the directions of the Senior Manager, ITS and in concordance with the guidelines advised in the IISCOM. Utilize the Fire Call ID system for assignment and use of Non-mandatory IDs in the International Branches and ISCs. ¬∑         Ensure all polices (Internet, Email, LAN, & PC) are strictly adhered to, reporting any unusual occurrence (whether within the ISCs/Information Systems Centres, Branches, or Support Units in IO/ISD) to the Team Leader and/or Senior Manager. ¬∑         Ensure that the automated environment and critical platforms are monitored for irregularity in performance so that any developing defects can be addressed on time. ¬∑         Escalate on a daily basis any exception items and/or conditions that arose, and advise the action taken. Responsible for maintaining passwords for Mandatory type IDs used only for the purpose of monitoring AS400 jobs, Con Centre, Tivoli, adhering to the Bank‚Äôs standards. Competencies  Knowledge of PC Hardware/Software Windows XP/2000/7, AS400 & DOS application and systems to provide effective support to all units     Knowledge of IST / Visa / Mastercard would be an asset     Branch experience or knowledge in IBP/ITP/IAP is an asset     Excellent interpersonal skills with the ability to contribute within a team environment               Must be proactive and capable of working autonomously     Effective organizational skills to ensure maximum accomplishment within the available time and with available resources     Excellent communication skills - Bilingual resource (English/Spanish) is a highly valued asset     Open minded and flexible to remain objective when presented with different ideas and able to adapt within a changing environment, shifting priorities as required     Avabilability to work on rotating shift that might include schedule of 7.5hr within 24hr Mon - Sun.     Ability to work at a fast paced and multifaceted environment.   Scotiabank is an equal opportunity employer and welcomes applications from all interested parties. We thank you for your interest, however, only those candidates selected for an interview will be contacted. No agencies please. How to apply:  DO NOT use the Apply Online button. Please copy and paste the following link into your browser address bar:

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