CIBC US

Senior Production Support Engineer

CIBC US

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job 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)