Product Support Engineer Associate

**Requisition ID**: 233397

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 FX Blotter regional team in Latinoamerica 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.
- Promotes a customer-focused culture to strengthen client relationships and utilize broader Bank resources, systems, and expertise.
- 2nd level Support
- Provide effective day to day end user business support
- Escalate issues to a manager for assistance or further escalation. Quickly analyze problems, resolve escalated issues, and provide management with recommendations for resolution.
- Report all high-priority issues that affect availability and customer and user impact to the Manager and Senior Management.
- System Availability/Service Levels
- Maintain continuous communication and build strong working relationships with management in all support units regarding system availability, incident management, event management, request fulfillment, problem management, and change management.
- Promote the resolution of system-related issues, ensuring a high level of availability and customer service is provided to internal customers in accordance with the established Service Level Agreement.
- Problem Management Review and Reporting
- Review tickets in your assigned queue to ensure they are being created, logged, and prioritized correctly using the Kanban system.
- Provide reports to Manager regularly with the summary for the unresolved incidents/problems/tasks.
- Deliver weekly reports and analysis to the manager that include turnaround times for incident closures, types of requests, and other relevant topics concerning operations, service levels, and capacity.
- Understand how the Bank’s risk appetite and risk culture should be incorporate into 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 and ATF sanctions and conduct risk.
- Champions a high-performance environment and contributes to an inclusive work environment.

**Dimensions**
- The incumbent will have no direct reports
- Excellent verbal and written communication skills in Spanish
- The incumbent receives general guidance and information from the Manager on a regular basis.
- Support to one region - 3 countries
- 1 system with ~ 10 projects per year.

**Education**
- A recognized under-graduate degree in Computer Science or a related discipline is required
- 2+ years of experience developing on Java programing language using REACT framework
- 2+ years of experience developing on SQL database. DB2 konwledge is a plus
- Knowledge of communication protocols and languages, specially XML
- Experience using source code repositories such as BitBucket
- 1 years of experience using DevOps tools, specially jenkins
- knowledge is a plus
- Bilingual English/Spanish language skills (B1 English level)

**Working Conditions**

Work in a standard office-based environment; non-standard hours are a common occurrence.

LI-Hybrid

COLGBS

Location(s): Bogotá or Home-Office

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.