Production Support Engineering Manager

Canadian Imperial Bank of Commerce•Chicago, IL

12d•Hybrid

About The Position

As a Production Support Engineering Manager at CIBC, you lead a team accountable for the stability, resilience, and operational support of production technology services. You manage incident, problem, and change activities, support major incident coordination, and help drive root-cause resolution through effective monitoring, automation, and disciplined support practices. Working closely with Technology, Business, Risk, Compliance, and Audit partners, you help manage risk, meet governance requirements, and uphold service standards. As a people leader, you coach and develop talent, build team effectiveness, and foster a culture of accountability, collaboration, and continuous improvement.

Requirements

8-12 years of related experience or Combination of education and experience, ideally within financial services or technology.
A Degree/diploma in Computer Science, Engineering, MIS, or related field or relevant certifications and/or completion of a relevant bootcamp.
Experience leading team response to production incidents and supporting timely restoration of service.
Strong knowledge of IT service management disciplines, including incident, problem, change, and major incident processes.
Experience in production support readiness practices, including on-call models, runbooks, support documentation, and recovery procedures is essential.
Ability to think strategically about the bank's objectives, aligning projects with broader business goals and solves complex problems.
Ability to contribute to operational (short term), tactical (1 - 2 years) and strategic (3 - 5 years) planning in support of the business plan.
Ability to use service and support metrics to monitor performance, identify trends, and drive improvements in stability and responsiveness.
Working knowledge of monitoring, alerting, logging, and related support tools used to detect and troubleshoot production issues.
Experience facilitating root cause analysis and tracking corrective actions through to completion.
Understanding of change and release activities in production environments, including implementation risk and governance expectations.
Ability to apply automation and process improvement to strengthen support effectiveness and reduce recurring operational issues.
Oversee risk management activities within their area, influence risk culture, and align risk management with departmental goals.
Oversee compliance adherence within their area of responsibility; ensure alignment with regulatory requirements; engage with Compliance and Audit teams as needed.
Understanding of production risk, control, and audit requirements within a regulated environment.
Strong verbal and written communication skills, with the ability to explain technical issues, business impact, and resolution status to a range of stakeholders.
Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.
Agile Thinking
Business Requirements Analysis
Communication
Critical Thinking
Domain Knowledge
Operational Efficiency
Problem Solving
Process Design
Python (Programming Language)

Responsibilities

Lead the day-to-day support of production technology services to maintain stability, availability, and performance.
Implement and uphold support standards, monitoring practices, and operational procedures that improve service reliability and recoverability.
Manage production incidents, problems, and change activities to minimize business impact and restore service quickly.
Coordinate major incident response, support communications, and drive follow-through on root-cause analysis and corrective actions to reduce repeat issues.
Apply knowledge of production operations, business processes, and technology dependencies to assess impact, prioritize issues, and improve service supportability.
Identify trends and opportunities to strengthen operational effectiveness.
Ensure production support activities align to operational risk, control, and governance requirements.
Partner with Risk, Compliance, and Audit teams to maintain evidence, address findings, and support adherence to policies and standards.
Provide clear updates on service health, incidents, risks, and improvement activities to stakeholders and leaders.
Lead, coach, and develop a high-performing team while fostering accountability, collaboration, and a culture of continuous improvement.
Partner with Enterprise Technology teams to maintain strategic alignment between projects and initiatives.
Align with Technology management teams to ensure shared accountability for overall success in achieving the Technology strategy and objectives.