Production Support Engineer - #440625

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What You'll Be Doing

You’ll be joining CIBC’s Global Asset Management (GAM) Technology. You’ll be responsible for providing investigation and second level support on client/technical issues and questions from all internal and external application by maintaining, prioritization and addressing to respective CIBC technology/business groups and vendors. You’ll be responsible for maintaining the production applications and day-to-day operational activities, manage escalations and modify established procedures / approaches to suit specific situations including rotational 24 x 7 support and coordination of recovery efforts. In addition, you’ll support end-to-end technical project implementation and act as a subject matter expert in both business and technology. You’ll ideate and collaborate with a diverse team to design and create end to end DevOps deployment pipeline and automation scripts. This role is critical to ensuring the stability, performance, and continuous improvement of our platform.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How You’ll Succeed

• Production support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction.
• Partnership - Work as a regular liaison with business partners, technology partners, senior management team, internal and external clients. Ensure internal clients are well-informed of the team mandate and nature, including relevant policies and legislation changes. Promote and support the concepts, products and services of the Channel Support area.
• Projects delivery - Act as subject matter expert in the assessment of impacts for planned system changes and projects, ensuring compliance with relevant organization standards (Business, Continuity, Security, Compliance, and Privacy); develop and maintain productive relationships with Technology, QA, Project team and others. Research, evaluate and support the development and implementation of new and/or revised policies, procedures and standards. Investigate, research and provide recommendations on issues and system outages.
  
  

Who You Are

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
• You're inspired by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• You can demonstrate experience in: Minimum of 3 to 5 years of experience in an application support role, 1 to 3 years of business experience in banking especially in Capital Market/Wealth space. Experience with using ITIL Change, Incident and Problem management processes. Coordinating the production support and changes on in-house built/hosted applications and vendor hosted applications. Have technical skills/knowledge to diagnose issues based on logs or error messages. Responsible for documentation such as deficiencies, deviations, application flow diagrams, business continuity/disaster recovery plans, etc. Problem solving, critical thinking and decision-making skills required. Have experience in managing/monitoring cloud base infrastructure & certificate management Validate and submit responses to requests for information from audits. Good understanding of DevOps/DevSecOps with Azure DevOps/GitHub Enterprise and have collaborated with developers/engineers to create/maintain pipeline/YAML & scripts for CI/CD process. Proficient in scripting languages such as Powershell/Python, SQL, KQL and Autosys JIL
• You have a degree/diploma in Computer Science, Business, and/or a related field, and you’ve spent at least 3 years in a BSC role leading projects and designing solutions. It’s an asset if you have experience with Agile methodologies, and Application and/or Architecture Development.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
  
  

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
• Subject to plan and program terms and conditions
  
  

What You Need To Know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]
• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.
  
  

Job Location

Toronto-81 Bay, 12th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Application Production Support, Brokerage Services, Business Requirements, Identifying Opportunities, Impact Analysis, Implementation Planning, IT Operations Support, Technical Knowledge, Work Collaboratively