Systems Reliability Engineering Senior Manager

Requisition ID: 272518

Thanks for your interest in ScotiaTech Scotiabanks new and innovative Technology hub in Bogota.

Join a purpose driven winning team that promotes creativity and innovation in a fast-paced environment where were always committed to results in an inclusive diverse and high-performing culture.

Purpose

Contributes to the success of International Banking by leading the operation of the Monitoring HUB ensuring that the Level 5 Analyst team executes monitoring triage alert handling handovers and escalations in accordance with established procedures. The role is responsible for operational coordination administrative management team performance SLA/OLA tracking financial control executive reporting and the continuous improvement of the monitoring model. All activities are carried out in compliance with applicable regulations internal policies control culture operational risk management security compliance requirements and standards of conduct.

Accountabilities

Lead the daily operation of the SRE Analyst Level 5 team ensuring coverage prioritization operational discipline incident follow-up and adherence to established playbooks.

Manage shift scheduling night rotation extended coverage backfills vacations absences handovers and the operational continuity of the monitoring team.

Define and maintain the teams operational calendar ensuring workload balance assignment traceability and alignment with business needs.

Oversee the monitoring of International Banking applications and services ensuring that monitoring screens alerts dashboards GEMS Dynatrace Grail logs and ITSM tools are reviewed according to the operating model.

Ensure alerts service degradations and incidents receive timely initial triage sufficient evidence collection preliminary classification appropriate escalation and follow-up through operational closure or handover.

Coordinate operational priorities with application infrastructure incident management business operations and SRE Central teams when support decisions or remediation fall outside the Level 5 scope.

Escalate opportunities and priorities to SRE Central related to observability alerting dashboards thresholds operational noise reduction automation remediation playbooks and regional standardization.

Propose improvements to alerting dashboards operational views event correlation service health monitoring detection metrics and procedures to reduce operational noise and improve MTTD MTTR and triage quality.

Govern the quality of shift handovers operational logs incident evidence checklist compliance and updates to operational documentation.

Manage team performance metrics including shift coverage handover compliance alerts reviewed incidents triaged timely escalations operational backlog SLA/OLA adherence documentation quality and procedural compliance.

Prepare executive and operational reports on team performance KPIs capacity allocation costs risks alerting trends recurring issues and improvement initiatives.

Manage team costs capacity planning resource allocation headcount requirements productivity operational budget and forecasting required to sustain Monitoring HUB coverage.

Oversee administrative activities for the team including onboarding training required access provisioning knowledge development plans compliance tracking operational meetings process feedback and coordination of onsite activities.
Promote a strong control culture compliance with procedures operational risk management information security and responsible use of tools and access privileges.
Represent the monitoring team in operational forums service reviews incident committees HUB governance meetings and stakeholder follow-up sessions within International Banking.
Foster an inclusive collaborative and high-performing work environment focused on service excellence continuous learning operational reliability and continuous improvement.

Education / Experience / Other Information

Bachelors degree in Systems Engineering Computer Science Telecommunications Technology Management Industrial Engineering or a related field. Equivalent experience in critical IT operations may be considered.
Strong experience leading teams in operations monitoring NOC SRE incident management application support production support or high-availability technology services.
Experience managing shift schedules coverage models operational continuity staffing capacity planning resource allocation cost control and on-site or hybrid teams.
Practical knowledge of observability and monitoring tools including Dynatrace dashboards alerts logs metrics traces GEMS Grail ITSM and comparable platforms.
Ability to interpret operational and executive metrics identify trends prioritize improvements and present information clearly to both technical and non-technical stakeholders.
Knowledge of ITIL or equivalent processes including incident management problem management escalation management service reviews operational governance and continuous improvement.
Knowledge of Site Reliability Engineering (SRE) management practices including SLIs SLOs error budgets toil reduction reliability reporting observability standards and operational readiness.
Experience proposing improvements to alerting dashboards playbooks runbooks recurring event management thresholds and triage procedures.
Strong leadership executive communication organizational negotiation prioritization conflict resolution decision-making and follow-up skills.
English proficiency is preferred for communication with regional or global teams. Candidates without English proficiency must demonstrate the ability to perform the role in Spanish and leverage established channels for interactions requiring English.
Availability to work on-site in Bogotá and to support critical events or coordination needs outside standard business hours when required by the operating model.

Working Conditions

On-site role in Bogotá Colombia leading the Level 5 Monitoring Team from the office.
Standard schedule is Monday through Friday from 8:00 a.m. to 5:30 p.m. with flexibility required to support operational reviews major incidents shift changes and critical escalations as needed.

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Location(s): Colombia : Bogota : Bogota

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.

At ScotiaTech 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 in a career at ScotiaTech; however only those candidates who are selected for an interview will be contacted.

Note: All postings in will remain live for a minimum of 5 days.