Director Technology Support

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.

To learn more about CIBC, please visit CIBC.com

JOB PURPOSE 

The role is responsible for providing technical expertise and advisory services for large, technically complex projects to identify, and analyze client solutions that enhance multiple enterprise applications with major impact on business strategy. The role collaborates with and advises senior management, utilizing a solid understanding of business dynamics to determine client requirements, evaluate proposals and recommend changes. The role provides technical leadership, consulting with project teams and other technology groups during design and development project phases to ensure they meet their expectations, facilitating the successful adoption and deployment of new or enhanced systems. The role focuses on the optimization of resources, working with management to support the development of departmental strategy and operational objectives as well as drive technology changes in compliance with policies and procedures. The role independently resolves a variety of ambiguous challenges with organization-wide impacts on cost and efficiency, devising new methods using strong analytic and inductive thinking.

KEY ACCOUNTABILITIES

You’ll be joining CIBC’s Capital Markets Technology team. You’ll be responsible for providing investigation and second level support on client issues, technical issues, system/web site outages and questions from all internal and external application 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, specifically for end-to-end FICC and  eFX applications.

• Production support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and client/user requests. Design and implement solutions and processes to prevent recurrence with the end goal of ensuring clients/users satisfaction.

• Partnership - 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 support area.

• Troubleshooting: Identify and resolve small, medium, and critical complex production problems. Monitor and analyze supported services to identify opportunities for improvement and recommend solutions. Eliminate repeating issues by working with AD (application development/delivery) and our Infrastructure partners to find permanent solutions.

• Collaboration: You’ll work with various technical teams to develop and manage the execution of implementation plans for high to critical complex new application and maintenance updates

COMPLIANCE REQUIREMENTS/RESPONSIBILITIES

• As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.  

AUTHORITIES/DECISION RIGHTS

• As a key contributor to the business unit, this job has the authority to recommend changes to business processes in order to enhance operational efficiency and effectiveness.

KNOWLEDGE AND SKILLS

• You can demonstrate experience in 3 years work experience in application and/or infrastructure (OS & hardware) support, network, databases, security, and message delivery systems in both Linux and Windows environments. Knowledge of shell scripting, SQL, Python, and logfile datamining is an asset to troubleshoot issues and provide tactical solutions. Strong asset if you have Capital Markets experience.

• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.

• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.

• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

WORKING CONDITIONS

• This role operates within a normal office environment.

• At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 3-4 day per week on-site, while other days will be remote.

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]
• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit

Job Location

150 Cheapside, 1st Flr,London

Employment Type

Regular

Weekly Hours

35

Skills

Accountability, Agile Thinking, Business, Business Requirements Analysis, Collaboration, Communication, Consulting, Critical Thinking, Decision Making, Domain Knowledge, Linux, Operational Efficiency, Problem Solving, Process Design, Python (Programming Language), Structured Query Language (SQL), Teamwork, Technical Issues, Technical Knowledge, Technical Writing, Troubleshooting