Senior Production Support Engineer
About The Position
As a member of CIBC’s Application Support Team, you will play a critical role in providing investigation and second-level support for client and technical issues, system or website outages, and inquiries related to both internal and external applications. You will manage, prioritize, and address issues by liaising with relevant CIBC technology groups and vendors. Your responsibilities will include maintaining production applications, overseeing daily operational activities, managing escalations, and adapting established procedures to meet specific situations including providing 24x7 support and coordinating recovery efforts when necessary. At CIBC, we support an environment where you can thrive. This role follows a hybrid work arrangement, requiring you to be onsite at least two days per week, with the flexibility to work remotely on other days.
Requirements
- Expertise in Hyperion architecture.
- Maintaining Essbase cubes and software patching.
- User provisioning software and managing user provisioning migrations and/or software implementations.
- Leverage tools such as Azure DevOps, ServiceNow, and Jira for requirements tracking, project management, and issue resolution.
- Develop and maintain strong relationships with business and technology partners, senior management, and internal/external clients.
- Liaise with stakeholders to ensure alignment with team mandates and relevant policy or legislative changes.
- 3 - 5 years of Application Support Experience.
- Expertise in Hyperion Architecture, maintaining Essbase cubes, and software patching and ITIL (ServiceNow).
- Experience coding and maintaining MaxL scripts.
- Understanding of public cloud technologies, such as Azure.
- Understanding of RBAC, Privileged Access Management, and Privileged Identity Management.
- Understanding banking fundamentals.
- Bachelor’s degree in information technology, computer science, or a related field.
- Legally eligible to work at the location(s) specified.
- Ability to complete an attribute-based assessment and other skills tests.
Nice To Haves
- File integration experience is an asset.
- Exposure to risk management, capital stress testing, credit risk models, and regulatory compliance would be particularly relevant.
- Mentor and support intermediate analysts.
- Embrace and advocate for change, continuously seeking improvements.
- Seek out innovative solutions and embrace leading-edge technologies.
- Easily adapt to new tools and trends.
- Understand the power of an inclusive team that enjoys working together to create a shared vision.
Responsibilities
- Provide investigation and second-level support for client and technical issues, system or website outages, and inquiries related to both internal and external applications.
- Manage, prioritize, and address issues by liaising with relevant CIBC technology groups and vendors.
- Maintain production applications.
- Oversee daily operational activities.
- Manage escalations.
- Adapt established procedures to meet specific situations.
- Provide 24x7 support and coordinate recovery efforts when necessary.
- Coordinate production support needs.
- Maintain documentation, including deficiencies, deviations, application flow diagrams, and SCM plans.
- Validate and submit responses to audit requests.
- Act as a subject matter expert in assessing system changes and projects, ensuring compliance with business, continuity, security, and privacy standards.
- Lead or coordinate technical research, design, configuration, testing, and integration of application systems.
- Perform application changes using established change management processes.
- Ensure regulatory and information security standards are met in all aspects of application management.
Benefits
- Competitive total rewards package
- Incentive compensation plans, including discretionary bonuses
- Medical
- Dental
- Vision
- Health savings account
- Life insurance
- Disability
- Paid time off
- Holidays
- 401(k)
- Other perks
- 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
Senior
