Manager, Technical Support and Services, Applications

Requisition ID: 242050

Tangerine is Canadas leading direct bank. We offer flexible and accessible banking options innovative products and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities and that includes our own internal community. Its important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

The Information Technology (IT) department manages Tangerines technology and computer infrastructure supporting business systems across Core Banking Server Systems VMware Infrastructure Contact Center VDI Management End-User Technical Support Mobile Management Network Management Voice and Data Communications Business and Web Applications and Strategic Technical Planning.

The Manager Technical Services Applications leads the Technical Services Applications team in delivering reliable secure and optimized enterprise applications and server environments. This role requires deep expertise in administering corporate O365 environments. The manager combines solid technical knowledge strong analytical skills and hands-on experience in the administration and support of Windows Server OS MS licensing vulnerability patch management for operating systems and applications and core banking infrastructure applications.

Key responsibilities include overseeing Microsoft O365 Teams Exchange OneDrive SharePoint Intune Autopilot and Entra ID while maintaining a highly secure reliable and optimized operating environment. The role integrates technical expertise strategic planning and people leadership to ensure IT services meet business requirements and support Tangerines growth.

This position follows a hybrid work model but requires onsite 4 days per week at our office location.

Is this role right for you

Leadership & Team Development

Lead coach and develop the Applications team fostering a culture of collaboration continuous improvement and high performance.

Provide guidance and mentorship to team members and analysts in daily operations troubleshooting and project delivery.

Set clear goals conduct performance reviews and support professional growth.

Technical Operations & Service Delivery

Oversee Lead and manage a team of 68 Level 3 engineers responsible for supporting Windows servers and associated infrastructure applications.

Collaborate with the team to deliver solutions for day-to-day business requirements within the scope of supported applications.

Oversee the implementation administration and support of Tangerines Windows Server OS environment and related applications including O365 Exchange Teams SharePoint SCCM SCOM CyberArk Trellix Endpoint Suite VMware Intune Autopilot and Entra ID.

Ensure the availability reliability scalability and security of all Windows servers and storage including application file print and BCP servers.

Lead annual Disaster Recovery planning testing and maintain DR readiness.

Manage software currency and maintain the applications portfolio under Technical Services Applications team.

Oversee Incident Request and Change Management processes for the Applications team.

Drive evaluation selection and deployment of operating systems and infrastructure technologies.

Manage vulnerability assessments patching and compliance for server applications.

Provide guidance and oversight for audits related to supported applications.

Monitor and manage alerts and notifications from all supported applications.

Review and approve requests and changes logged by the team; participate in CAB meetings.

Set goals for direct reports and conduct quarterly and annual performance reviews.

Coordinate 24x7 support for critical systems and applications as required.

Strategic Planning & Project Management

Develop and implement IT policies procedures and best practices to drive operational excellence.

Plan and execute technical projects including migrations integrations and capacity expansions.

Collaborate with cross-functional teams to align technology initiatives with business goals.

Stakeholder Engagement & Communication

Serve as the primary escalation point for complex technical issues ensuring prompt resolution and clear communication.

Build strong relationships with internal business partners vendors and external stakeholders.

Effectively communicate technical information to both technical and non-technical audiences.

Risk Compliance & Documentation

Ensure compliance with IT security standards risk management and regulatory requirements.

Maintain accurate documentation of systems procedures and incident resolutions.

Support disaster recovery and business continuity planning.

Continuous Improvement

Drive process improvements and innovation within the team.

Stay current with emerging technologies and industry trends recommending enhancements as appropriate.

Do you have the skills that will enable you to succeed in this role

Education & Experience

University or College Degree in Computer Science Engineering or related field.

Minimum of 7 years of progressive experience in technical services systems administration or IT operations including management roles within medium to large enterprise environments. Experience in financial or regulated industries is considered an asset.

2 years of leadership experience with demonstrated success in implementing continuous improvement and strategic initiatives.

Technical Skills

Deep working knowledge of Windows Server OS Active Directory O365 administration SCCM SCOM Exchange Teams SharePoint VMware CyberArk Trellix and endpoint security solutions.

Experience with PowerShell scripting and automation.

Strong troubleshooting and analytical skills.

Leadership & Communication

Proven ability to lead technical teams and manage multiple projects.

Excellent verbal and written communication skills including presentation abilities.

Strong interpersonal skills and stakeholder management.

Attributes

Logical thinker detail-oriented and proactive problem solver.

Results-driven able to prioritize and manage competing demands.

Commitment to continuous learning and professional development.

Willingness to dive in and take charge identifying and tackling key issues.

Working Conditions

Hybrid work model (remote and onsite 4 days per week is required).

May require evening weekend or on-call work to support critical systems.

Occasional travel may be required.

Whats in it for you

Diversity Equity Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential respected for who they are and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities ethnicity race age ability & veterans.

Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

Upskilling through online courses cross-functional development opportunities and tuition assistance.

Competitive Rewards program including bonus flexible vacation personal sick days and benefits will start on day one.

Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons contests cooking with friends Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process please let our Recruitment team know.