Ticket Operations Manager Jobs in Ontario (NOW HIRING)

Requisition ID: 269646 
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Data Platform Operations Engineer will play a critical role within the Enterprise Data & AI Technology organization - one of Scotiabank's most significant enterprise-wide strategic initiatives. This organization drives data enabled decision making, AI innovation, and technology modernization across the Bank. 

The Data Platform Operations Engineer works under the guidance of senior engineers and platform leads to help maintain site reliability for our Data & AI platforms. This role focuses on monitoring alerts and dashboards, completing routine operational and maintenance tasks using predefined SOPs/runbooks, triaging and escalating incidents, and providing after-hours on-call support on a rotational basis. You will partner with teams such as IAM, Network, Cloud Ops, Security, and client delivery teams to resolve issues and keep the platform stable, secure, and available. 

Is this role right for you? In this role, you will:

• Monitoring & Alert Response: Monitor dashboards and alerts (Azure Monitor/Log Analytics, Databricks, and platform tooling), validate signal vs. noise, and take first-response actions according to SOPs. 
• Incident Triage & Escalation: Triage incidents by collecting logs/metrics, identifying likely impact, documenting findings, executing approved remediation steps, and escalating to on-call leads or SMEs with clear context. 
• SOP-Driven Maintenance: Perform routine maintenance tasks from predefined runbooks (e.g., operational checks, certificate/secret rotations as directed, housekeeping activities, basic platform validation, scheduled jobs health checks). 
• Ticket Handling & Request Fulfillment: Work intake from service queues, follow standard procedures for common requests (access requests, connectivity validation, workspace onboarding steps), and ensure requests are completed and communicated within agreed SLAs. 
• Operational Communications: Provide timely and accurate updates during incidents and maintenance activities, including status, next steps, and handoffs, using established communication channels and templates. 
• Reliability & Continuous Improvement: Identify recurring issues and operational pain points, suggest improvements to alerts/runbooks, and contribute to post-incident actions (e.g., updating SOPs, adding monitoring coverage). 
• Documentation & Knowledge Management: Maintain clear operational documentation, ensure runbooks are current, and capture lessons learned to improve onboarding and reduce time-to-resolve. 
• After-Hours Support (Rotation): Participate in after-hours/on-call rotations and perform approved response actions, escalating when required to meet service reliability targets. 

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• 2 years of experience in IT operations, production support, or a similar support role. 
• Foundational knowledge of cloud concepts (Azure preferred): identity/access basics, networking fundamentals, and how to navigate cloud portals and logs. 
• Comfort monitoring alerts/dashboards and troubleshooting using logs and metrics (Azure Monitor/Log Analytics or similar tools). 
• Exposure to data platforms (Databricks, Spark, SQL warehouses, or similar) is an asset; ability to learn quickly is essential. 
• Basic scripting ability (Python, Bash, or PowerShell) to run operational checks or automate simple repetitive tasks. 
• Familiarity with ITIL-style incident and change processes (ticketing, triage, documentation, and handoffs) is an asset. 
• Strong communication and customer support mindset: able to provide clear updates, follow SOPs precisely, and escalate effectively. 
• Willingness to participate in after-hours/on-call rotations as required. 
• Degree/college diploma in Computer Science, Engineering, Information Technology, or a related field is preferred (or equivalent practical experience). 

What's 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.
• Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.
• Community Engagement - No matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs.

Location(s):  Canada : Ontario : Toronto 
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  
At Scotiabank, 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. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our  Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.