Senior Analyst, Production Application Support, Global Wires and Payment Technology.

What you’ll be doing

You’ll be joining CIBC’s Global Wires and Payment Technology Applications Operation team. You’ll be responsible for providing investigation and second level support on client issues, technical issues, system/website outages and questions from all internal and external application by maintaining, prioritization and addressing to respective CIBC technology 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 24 x 7 support and coordination of recovery efforts.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-2 days per week on-site, while other days will be remote. 

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.
• Platform Knowledge – Windows, MS Azure, Middleware, OpenShift CaaS, Dynatrace, Unix, Autosys and Oracle.
• 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 can demonstrate experience in Production Support using technologies, such as Autosys batch scheduling, file transfers, UNIX, OpenShift CaaS and automation scripting. Knowledge of Cloud Platforms: preferably MS Azure. Experience using collaboration tools, such as JIRA/Confluence and DevOps tools, such as Github Actions and Ansible. Strong understanding of Agile software delivery principles. Excellent communication skills. Comfortable working both independently and within a team setting. It’s an asset if you have prior experience with monitoring tools, such as Dynatrace.
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• 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.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.