Technical Support Analyst

ScotiaTech, Scotiabank's innovative technology hub in Bogotá, seeks a Global Systems Operator to support 24x7 operations across the bank’s global network. Purpose Contributes to the overall success of the 24x7 Global Systems Operations Centre, ensuring team and individual goals are executed in support of business strategies and objectives. Activities are conducted in compliance with governing regulations, internal policies, and procedures. Accountabilities Contribute to a customer‑focused culture, deepen client relationships and leverage broader bank relationships, systems and knowledge. Consistently meet or exceed user expectations for the delivery of critical batch processes and monitoring across all geographies and lines of business, including incident management bridges and communications, recovery procedures, and alert/incident monitoring within the approved enterprise incident SLA. Monitor workload automation and monitoring tools according to documented procedures, approve and set up manual scheduling, identify root causes for failed jobs/processes, and perform corrective action for application/infrastructure alerts to meet SLA requirements. Maintain a strong customer service mindset while monitoring the bank’s online applications, ensuring they operate within documented SLAs and adapting to changing technology environments. Document problems in detail within the incident record (incident/problem management tool) and provide a chronology to senior management for all service‑impacting issues; track and escale incidents as necessary. Complete shift turnover logs, morning statuses, and relevant logs prior to shift turnover, ensuring senior leadership is aware of outstanding issues. Ensure all programmers and personnel follow established protocols (emergency change request, mailboxes, special processing, incident/batch management) to safeguard the bank’s critical information assets. Suggest ongoing processing improvements and scrutinize changes submitted by other departments after review by the Senior Application Specialist; assume the senior operator role when needed. Consider the bank’s risk appetite and risk culture in day‑to‑day decisions and operations. Actively pursue effective and efficient operations in accordance with Scotiabank’s values, code of conduct, and global sales principles, ensuring adequate day‑to‑day controls to meet operational, compliance, AML/ATF/sanctions, and conduct risk obligations. Dimensions Receive general guidance and information from senior leaders on a regular basis. Service maintained to more than 1,000 Canadian branches and 3,000 international branches and their CAUs. Process more than 3.5 million jobs monthly across approximately 400+ applications. Provide support to over 700 applications across 35+ countries. Education / Experience / Other Information Associate’s or Bachelor’s Degree or technical institute degree/certificate in Computer Science, Information Systems, or related field, or equivalent work experience. 2–5 years of technical or operations‑based experience. Ability to work in a fast‑paced environment, adapt to process/procedure changes, and focus on risk mitigation and customer service. Excellent verbal and written communication skills for incident/problem documentation. Excellent organizational and time‑management skills, able to manage multiple problems concurrently. Ability to focus on timelines and Service Level Agreements. Spanish as a second language is an asset for communicating with international partners. In‑depth knowledge of workload automation tools (CA7 Scheduler, Autosys, SysAdmiral, Control M, AS400/iRobot, etc.). Working knowledge of Endevor, Data Management, Problem and Change Management, TSO/CLISTS, ACF, BUNDL, APCDOC, JCL, AIX, and ServiceNow (Event Management, Incident Management, Knowledge). Experience with monitoring tools feeding into the Global Systems Operations Centre (SMURF, Dynatrace, Splunk, Aternity, Foglight, AQA‑STM, etc.). Knowledge of IMS, CICS, DB2, CMS, and VSAM strongly recommended, and proficiency in configuring Personal Communications iSeries Access for Windows, HMC consoles, RDARS, and Content Management on Demand. PC skills essential, including Windows, Office, Word, etc. Ability to handle moderate to difficult complexity problems and provide technical/operational guidance to development and user areas. Location Colombia: Bogotá ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogotá, Colombia. The hub supports different technology systems and processes of the Bank, offers an inclusive, positive work environment, and competitive benefits. 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; only those selected for an interview will be contacted. #J-18808-Ljbffr