Director, Production Application Support

Canadian Imperial Bank of Commerce • Chicago, IL

2d • $165,000 - $195,000 • Hybrid

About The Position

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 STRATEGIC BUSINESS UNIT DESCRIPTION US Technology, Infrastructure & Innovation (US TI&I) enables the continuous transformation of our Bank by accelerating the shift to digital, strengthening operational resilience, simplifying what we do, improving CIBC's speed to market and protecting our Bank's assets. The teams work to maximize the investment in resources and technology while building an appropriate b alance between high-touch client service and our fiduciary responsibility to protect CIBC, our clients, and our shareholders from undue risk. JOB PURPOSE As a Director, Production Support at CIBC, you lead the stability and resilience of production technology services. You direct incident, problem, and change management, coordinate major incident response, and drive root-cause elimination through improved monitoring, automation, and operational discipline. You set service standards and partner with Technology, Business, Risk, Compliance, and Audit to manage risk and meet governance requirements, while developing high-performing teams and a culture of accountability and continuous improvement thru adoption of AI and automation opportunities. KEY ACCOUNTABILITIES Service Resilience Strategy: Set the production support vision and operating model. Define standards and drive improvements in availability, performance, and recoverability through monitoring and automation. Major Incident & Problem Management: Lead major incidents end-to-end (triage, restoration, communications). Drive root-cause fixes and reduce repeat incidents. Domain & Operational Insight: Apply banking and operational knowledge to anticipate impacts, prioritize issues, and improve supportability. Risk, Controls & Compliance: Own operational risk and control practices for production services. Partner with Risk/Compliance/Audit to meet governance and evidence requirements. Stakeholder & Team Leadership: Provide clear service health and risk updates to leaders. Develop high-performing teams and a culture of accountability and continuous improvement. COMPLIANCE REQUIREMENTS /RESPONSIBILITIES As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls. For People Managers: As a manager of people, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls . AUTHORITIES /DECISION RIGHTS As a key contributor to the business unit, this job has the authority to recommend changes to business processes in order to enhance operational efficiency and effectiveness. For People Managers: As a manager of people, this job has the authority to assign tasks to employees within their span of control, select individuals for hire, assess individual performance, make employee compensation decisions and take disciplinary measures up to and including termination. CONDUCT & CULTURE RISK Our CIBC risk culture is based on employees striving to exceed the expectations of ourselves and our leadership’s identification and mitigation of risks in their daily responsibilities, not just in quarterly or annual monitoring/assessments.  We all are accountable for managing risk. As an employee of CIBC the incumbent must conduct themselves (and foster an environment for others) in a manner consistent with our strong risk culture. This includes: Following all aspects of the CIBC Code of Conduct, as well as all applicable CIBC policies, frameworks, guidelines, processes and controls At all times acting in accordance with our Purpose and shared values, to achieve our Bank’s strategic goals Understanding and following the qualitative and quantitative components of our Risk Appetite Statements Completing all annual Corporate Mandatory Training and Testing modules, as well as any additional business-specific modules, as and employing the learnings in daily activities and undertakings Escalating matters through one of the appropriate channels identified in the CIBC Code of Conduct (i.e., HR, management, Ethics Hotline, Whistleblower, etc.) upon observing activities that may be inconsistent with CIBC’s policies, frameworks, guidelines, processes and controls Speaking up if witnessing behaviors that drive poor or unfair outcomes for clients, team members or other stakeholders Escalating matters that can result in adverse market practices and outcomes, thereby negatively impacting CIBC’s reputation as a leading financial institution

Requirements

• Degree/diploma in Computer Science, Engineering, MIS, or related field or relevant certifications and/or completion of a relevant bootcamp
• Minimum years of experience : 5 - 10 years
• 12-15 years of related experience OR Combination of education and experience, ideally within financial services or tech
• Expert knowledge of banking products, services, and industry regulations; thorough understanding of current and emerging industry trends and developments; ability to shape departmental strategies using industry knowledge
• Ability to solve high-level, complex problems impacting the organization
• Ability to influence senior leadership and cross-functional teams
• Ability to set long-term strategic direction and solve high-level challenges that impact the organization as a whole
• Oversee risk management frameworks, influence risk culture, and align risk management with strategic objectives
• Ensure comprehensive compliance with all relevant regulations within their area of responsibility; manage relationships with Compliance and Audit teams; oversee compliance adherence and reporting within their area
• Strong knowledge of IT service management, including incident, problem, change, and major incident management
• Experience leading major incidents, including triage, restoration, coordination, and stakeholder communications
• Ability to improve reliability outcomes (availability, recoverability, MTTR) using service health metrics (SLAs/SLIs/SLOs)
• Knowledge of observability practices, including monitoring/alerting, logging , and tracing
• Experience driving root cause analysis and corrective actions to reduce repeat incidents
• Experience with operational readiness (on-call, runbooks, knowledge base, recovery procedures )
• Understanding of release and environment management and production change governance
• Ability to use automation to improve stability and support efficiency (e.g., auto-remediation )
• Experience managing production controls (access, segregation of duties, audit evidence)
• Ability to communicate technical issues as clear business impact for executives and partners

Responsibilities

• Service Resilience Strategy: Set the production support vision and operating model.
• Define standards and drive improvements in availability, performance, and recoverability through monitoring and automation.
• Major Incident & Problem Management: Lead major incidents end-to-end (triage, restoration, communications).
• Drive root-cause fixes and reduce repeat incidents.
• Domain & Operational Insight: Apply banking and operational knowledge to anticipate impacts, prioritize issues, and improve supportability.
• Risk, Controls & Compliance: Own operational risk and control practices for production services.
• Partner with Risk/Compliance/Audit to meet governance and evidence requirements.
• Stakeholder & Team Leadership: Provide clear service health and risk updates to leaders.
• Develop high-performing teams and a culture of accountability and continuous improvement.

Benefits

• At CIBC, we offer a competitive total rewards package.
• This role has an expected salary range of $165,000.00 - $195,000.00 for the Chicago market based on experience, qualifications, and location of the position.
• The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component.
• CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays and 401(k), in addition to other special perks reserved for our team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Director