Senior Production Support Engineer
CIBC US
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Provide investigation and second level support on client issues, technical issues, system/web site outages and questions from all internal and external application
- Maintain, prioritization and addressing to respective CIBC technology groups and vendors
- Maintain 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
- Investigate, 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
- Work as a regular liaison with business partners, technology partners, senior management team, internal and external clients
- Act as subject matter expert in the assessment of impacts for planned system changes and projects
- 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
Requirements
- Provide investigation and second level support on client issues, technical issues, system/web site outages and questions from all internal and external application
- Maintain, prioritization and addressing to respective CIBC technology groups and vendors
- Maintain 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
- Working knowledge of brokerage products/services, structure and operations sufficient to apply and adopt standard practice and processes for generally-related operational activities
- Analytical Thinking, Application Management, Business Operations, Business Problems, Business Requirements, Emerging Technologies, Information Security, IT Strategic Planning, Leading Project Teams, People Management, Problem Management, Problem Solving, Regulatory Compliance, Results-Oriented, System Implementations, Work Collaboratively
- Legally eligible to work at the location(s) specified and, where applicable, valid work or study permit
- May ask to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office)