Senior Analyst, Production Application Support

CIBC•Toronto, ON

4d•Hybrid

About The Position

You’ll be joining CIBC’s Enterprise Payments Technology Application Operations team, as a Senior Analyst, Production Application Support you’ll be responsible for providing second level support for client issues, technical issues, system/web site outages and questions from all internal and external application partners 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. To successfully perform the work, you’ll be on-site full-time. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.

Requirements

1-3 years experience in Production Support using technologies such Autosys batch scheduling, file transfers, UNIX, OpenShift CaaS and automation scripting.
Platform Knowledge, Windows, MS Azure, Middleware, Openshift CasS, Dynatrace, Unix and Autosys.
Experience or knowledge of Cloud Platforms preferably MS Azure.
Experience using collaboration tools, such as JIRA/Confluence and DevOps tools, such as Github Actions, MS Azure DevOps and Ansible.
Strong understanding of Agile software delivery principles.
Excellent communication skills.
Comfortable working both independently and within a team setting.
Bachelor’s degree or equivalent in Computer Science or Technical discipline.

Nice To Haves

Prior experience with monitoring tools, such as Dynatrace and Splunk.

Responsibilities

Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs.
Manage issue logs and production requests.
Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction.
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.
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.