Director, Operations Support

CIBC; Old Toronto; Hybrid; CAD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking bank as a Director of Production Operations Support, where you'll lead a dedicated team focused on ensuring seamless application performance in a dynamic environment. This role emphasizes strategic development, continuous improvement, and people leadership, allowing you to make a significant impact on operations and client satisfaction. With a commitment to fostering a culture of collaboration and innovation, this position offers an exciting opportunity to drive change and enhance service delivery in a supportive workplace. If you're passionate about technology and leadership, this is the perfect role for you.

Benefits

Competitive salary

Incentive pay

Banking benefits

Defined benefit pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers recognition program

Paid day off for personal growth

Innovative workspaces

Qualifications

• 10+ years managing Tier 1 Critical Applications 24/7/365.
• Experience with observability tools like Splunk or Dynatrace.
• Degree in Computer Science or related field.

Responsibilities

• Lead a team for monitoring and optimizing applications in production.
• Manage deployment and operations of applications.
• Coach a high-performing team within Production Support.

Skills

Application Development

Coaching

Collaboration

Communication

Decision Making

Identifying Opportunities

Operations Support

People Leadership

Production Environment

Production Support

Project Management

Stakeholder Management

Teamwork

Education

Degree in Computer Science

Tools

Windows

Unix/Linux

Splunk

Dynatrace

Azure

Job description

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 (https://www.cibc.com/en/about-cibc.html)

What You’ll Be Doing

You will be joining the Core Banking and Payments Technology team. As a Director, Production Operations Support you will lead a team responsible for monitoring, maintaining and optimizing the operation of the groups’ applications in the production environment. In addition, you will lead the team in working with clients and users to provide an exceptional level of communications, service and reliability. This position requires on-call support 24/7/365 for critical issues and 2nd level escalations.

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 at the time of your interview.

How You’ll Succeed

• Strategic Development & Execution - Manage the deployment, validation, acceptance and operations of all applications into production for respective delivery towers. Maintain the central point of contact for production issues both within the applications that are supported and with respect to any cross LOB applications that use their services or infrastructure. Manage certificate rotations and internal & external audits. Plan, manage and execute annual Service Continuity Tests. Continually build and execute health checks monitoring and maintaining all applications. Collaborate with QA groups that provide PTE testing to ensure new services being introduced to production are executing within capacity boundaries. Participate and contribute to annual capacity planning exercises.

• Continuous Improvement – Build, monitor & report alerting processes, continually improve and maintain all performance related processes within Payments and Fraud systems. Create new dashboards that are continually monitoring and managing the applications supported within production support group. Identify opportunities for development and improvement of policies to streamline processes, deployment, automation, and environment including prevention/detection and remedy of potentially chronic issues.

• People Leadership – Lead and coach a high performing group team of individuals. Direct, motivate, develop and manage performance of all teams within the Production Support group.

Who You Are

• You can demonstrate experience in: You have 10+ years of experience managing and maintaining Enterprise Tier 1 Critical Applications that execute 24/7/365. You have experience with Windows, Unix/Linux, Splunk or Dynatrace or similar Observability tool, Azure. You have demonstrated the ability to analyze and determine quick meantime to recovery. You possess a team-oriented behavior that engages your team members for the knowledge and ability they bring to the table to determine corrective course of action, determine root cause and correction.

• You have a degree/diploma in Computer Science and/or a related field.

• You are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.

• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.

• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to create a shared vision.

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

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]

• 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 tests (such as simulation, coding, French proficiency, MS Office). 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

Toronto-81 Bay, 23rd Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Application Development, Coaching, Collaboration, Communication, Decision Making, Identifying Opportunities, Operations Support, People Leadership, Production Environment, Production Support, Project Management, Stakeholder Management, Teamwork

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 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.