Sr. Analyst, Technology Support

CIBC•Toronto, ON

1d•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. You’ll be joining CIBC’s Network and Security Operations Team and will be responsible for providing investigation and support on client issues, technical issues, system/site outages. Supporting and assisting multiple internal and external teams by maintaining, prioritization and addressing respective CIBC technology groups and vendors. You’ll be responsible for primarily maintaining the production environment for 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. You will play a part in supporting Security environment (Such as Akamai, and Palo Alto), requiring you to Work closely with our vendors and Security Engineering partners and collaborate with a diverse team to set up flexible, innovative solutions that deliver a best-in-class client experience. At CIBC, we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed during your interview.

Requirements

2+ years of experience in internal applications.
Working knowledge of brokerage products/services, structure and operations sufficient to apply and adopt standard practice and processes for generally-related operational activities.
Degree/diploma in Computer Science, Business, and/or a related field.
Some experience working with Palo Alto firewalls / Palo Alto Global Protect VPN solution.

Nice To Haves

Experience with Agile methodologies.

Responsibilities

Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs.
Manage issue logs and Contact Centre 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 of the Channel Support area.
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.
Translate business requirements into configurations and interface specifications.
Work with various technical teams to develop and manage the execution of implementation plans for high to critical complex new application and maintenance updates.