Production Support Engineering Manager (Financial Systems)
About The Position
As a Financial System Support Manager at CIBC, you lead a team responsible for the stability, resilience, and operational support of production finance applications. You oversee incident, problem, and change management for critical finance systems (e.g., Hyperion, Prologue, Sage), coordinate major incident response, and drive root-cause resolution through robust monitoring, automation, and disciplined support practices. You work closely with Finance, Technology, Risk, Compliance, and Audit partners to manage risk, meet governance requirements, and uphold service standards for financial applications. As a people leader, you coach and develop talent, foster team effectiveness, and promote a culture of accountability, collaboration, and continuous improvement. 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 2 days per week on-site at our Chicago location, while other days may be remote. Occasional travel may be required.
Requirements
- 8-12 years of experience in Production Support, with a strong understanding of readiness practices for finance platforms.
- Hands-on experience supporting financial applications such as Hyperion, Prologue, and Sage.
- Solid knowledge of banking products, services, and industry regulations.
- Confident using monitoring, alerting, logging, and other support tools to identify, troubleshoot, and resolve finance application issues.
- Experience leading or supporting root cause analysis, tracking corrective actions, and applying information technology service management practices, including incident, problem, change, and major incident management processes for finance applications.
- Degree/diploma in Computer Science, Finance, Engineering, MIS, or related field.
- Strategic thinking and problem-solving skills; ability to align projects with broader business goals.
- Ability to use service and support metrics to monitor performance and drive improvements.
- Strong communication skills, with the ability to explain technical issues, business impact, and resolution status to a range of stakeholders.
Nice To Haves
- Relevant certifications preferred.
Responsibilities
- Lead the day-to-day support of critical finance applications to ensure stability, availability, and performance.
- Implement and uphold support standards, monitoring, and operational procedures that improve reliability and recoverability for Hyperion, Prologue, Sage, and similar systems.
- Manage incidents, problems, and change activities for finance applications to minimize business impact and restore service quickly.
- Coordinate major incident response, support communications, and drive root-cause analysis and corrective actions.
- Apply knowledge of finance operations, business processes, and technology dependencies to assess impact, prioritize issues, and improve service supportability.
- Identify trends and opportunities to strengthen operational effectiveness for finance platforms.
- Ensure support activities for finance applications align with 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 finance application 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.
- Maintain cross functional relationships with stakeholders including Finance Technology and Business teams to ensure shared accountability for success in supporting finance applications, Internal business partners—executive heads of CIBC’s finance lines of business, leadership teams, partner teams, and centers of excellence, External partners: Vendors and service providers for Hyperion, Prologue, Sage, and other finance platforms and direct reports and their employees, ensuring alignment to business direction and execution of deliverables.
- Comply with all applicable CIBC and Line of Business policies, standards, guidelines, and controls.
- As a manager, ensure all employees within the business unit comply with all applicable policies, standards, guidelines, and controls.
- Recommend changes to finance application support processes to enhance operational efficiency and effectiveness.
- Assign tasks, select individuals for hire, assess performance, make compensation decisions, and take disciplinary measures up to and including termination.
Benefits
- Medical
- Dental
- Vision
- Health Savings Account
- Life Insurance
- Disability
- Other Insurance Plans
- Paid Time Off (including Sick Leave, Parental Leave and Vacation)
- Holidays
- 401(k)
- Competitive salary
- Incentive pay
- Banking benefits
- Benefits program
- Vacation offering
- Wellbeing support
- MomentMakers, our social, points-based recognition program
- Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
