Consultant, Production Application Support

CIBC; Ottawa; On-site; CAD 85,000 - 110,000; Full time

Job summary

CIBC’s Application Operations team supports Personal Banking and Product Technologies (PBPT). You will provide analysis and second-level support for client and technical issues, maintain production applications, manage escalations, and coordinate recovery efforts across 24x7 operations.

Success comes from strong incident management, collaboration with technology partners, and driving improvements to prevent outages. Familiarity with GitHub Actions, Jenkins, and Azure DevOps is a plus.

Qualifications

• Experience with internal applications and knowledge of critical enterprise applications and middleware.
• Familiarity with Unix/Linux administration and scripting; Windows administration and PowerShell.
• Experience with FeedHub and Autosys enterprise components.
• Ability to provide 24/7 production support on a rotational basis.
• Exposure to Enterprise Incident Management, Change Management, and Service Continuity Management.
• Experience in an Application Operations role.
• Exposure to GitHub Actions, Jenkins and Azure DevOps for automated deployments and Azure SQL technologies is an asset.

Responsibilities

• Provide analysis and second level support on client and technical issues, outages, and questions from internal and external applications.
• Maintain production applications and day-to-day operational activities; manage escalations and coordinate recovery efforts.
• Investigation, triage and prioritization of incidents; ensure adherence to standards and procedures; coordinate with technology groups and vendors.

Skills

Change Management

Information Technology

Operations Management

Troubleshooting

Unix Operating Systems

Tools

GitHub Actions

Jenkins

Azure DevOps

Azure SQL

Job description

What you’ll be doing

You’ll be joining CIBC’s Application Operations team supporting Personal Banking and Product Technologies (PBPT). You will be responsible for providing analysis 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 will also 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.

How you’ll succeed

Production support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Incident management and partnership with application owner teams to drive resolution. Design and implement solutions to prevent recurrence with the end goal of ensuring clients 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 Channel Support area.

Projects delivery - 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, analyze and support the development and implementation of new and/or revised policies, procedures and standards. Investigate, analyze and provide recommendations on issues and system outages. Analysis & support: Evaluate service requests to ensure adherence to standards and processes. Coordinate and/or execute implementation plans. Troubleshooting skills: Identify and resolve complex production problems. Monitor and analyze supported services to identify opportunities for improvement and recommend solutions.

Who you are

You can demonstrate experience in: internal applications, you have working knowledge of critical enterprise applications and middleware, structure, and operations sufficient to apply and adopt standard practice and processes for generally-related operational activities. Experience with Unix/Linux administration and scripting, Windows administration and Powershell. FeedHub and Autosys enterprise components. 24/7 production support on a rotational basis. Enterprise Incident Management and Change Management. Service Continuity Management. Experience in an Application Operations role. Exposure to GitHub / Actions, Jenkins and Azure DevOps for automated deployments and Azure SQL technologies is an asset

Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard. You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. You understand that success is in the details. 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. You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck. We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program. Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients. We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development. *Subject to plan and program terms and conditions

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 [e-mail] CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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. We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

81 Bay Street, Banking Centre

Employment Type

Regular

Weekly Hours

37.5

Skills

Change Management, Information Technology (IT), Operations Management, Troubleshooting, Unix Operating Systems

Additional Information

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.