Director - Production Application Support

CIBC US; Toronto; Hybrid; CAD 150,000 - 190,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Banking benefits

Defined benefit pension plan

Employee share purchase plan

Wellbeing support

Job summary

Director, Production Application Support at CIBC leads the ongoing operation and deployment of production applications and infrastructure for commercial banking. Guides a team to streamline processes, automate workloads, and improve performance to meet client needs.

The role requires 10+ years in production support with strong leadership, stakeholder management, and expertise in observability platforms. Work arrangement details (on-site vs remote) will be discussed in interviews.

Qualifications

• Over 10 years of experience supporting complex production applications.
• Experience with commercial banking application portfolio including billing, CRM, lending, and reporting.
• Strong stakeholder management and leadership of mid-sized teams (10–15).
• Familiarity with telemetry/observability platforms (e.g., Splunk, Dynatrace, Datadog, AppDynamics, New Relic, ELK).
• Knowledge of Site Reliability Engineering (SRE) practices is a plus.

Responsibilities

• Oversee gating, validation, acceptance, and operations of all production applications for commercial banking.
• Monitor application services performance and effectiveness to the business.
• Lead budget planning related to Production Support.
• Balance workloads to team capacity and set clear priorities.
• Collaborate with stakeholders to automate and improve systems.

Skills

Application Production Support

Business Requirements

Implementation Management

IT Operations Support

Operational Efficiency

People Management

Service Levels

Strategic Objectives

Technical Leadership

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

What You’ll Be Doing

As part of the Commercial and Corporate Banking Technology Group, the Director, Production Application Support is responsible for overseeing the ongoing operation and implementation of production applications and infrastructure for commercial banking. This role leverages leadership skills and technical expertise to identify opportunities for streamlining operational and technical processes, automation, and environment to detect and prevent chronic issues, ensuring workloads are balanced to meet client requirements and improve performance. The Director guides a team in achieving operational objectives and work plans, coaching employees to facilitate the timely and efficient deployment of technology solutions that meet business needs. You will support innovation, while applying strong interpersonal, communication, and problem-solving skills. 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

Production Support :

• Oversee the gating, validation, acceptance, and operations of all applications into production for commercial banking.
• Monitor application services performance and effectiveness to the business.
• Support budget planning related to Production Support.
• Identify priorities and balance workload to capacity/capabilities of team members.
• Meet Application Support needs of business unit, including selection of alternatives and assessment of risk associated with each alternative.

Leadership :

• Lead, motivate, develop, and manage performance of one or more teams.
• Set appropriate context when assigning work to ensure that individuals’ roles support the achievement of the business unit’s priorities and CIBC’s overall goals.
• Build team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training.
• Manage performance by providing fair and accurate formal and informal feedback, identifying, and removing obstacles to performance, and by explaining how performance expectations align with business priorities.

Operational Execution:

• Support the development and execution of strategies for Production Support / Quality solutions, ensuring operational stability and excellence in core parts of CIBC trading systems, Corporate Cash Management, and internal orchestration platforms (payments, compliance, GL, etc.).

Relationship Management:

• Partner with Corporate Banking Front Office, Middle Office, Risk, Back Office, and other internal stakeholders; contribute to overall business strategies; identify opportunities for automation and to leverage technology to meet business goals, increase efficiency, and support operational and quality excellence.

Who You Are

You can demonstrate experience with: Over 10 years of experience supporting complex production applications. The Commercial Banking application portfolio delivers a range of business capabilities, including billing, CRM, lending, and reporting. The ideal candidate will bring strong technical expertise along with proven people leadership experience, including managing mid‑sized teams of 10–15 members. This role also requires strong stakeholder management skills and a solid understanding of how the Commercial Banking line of business operates and manages risk. Key responsibilities include managing escalations, identifying stakeholder pain points, preparing production dashboards with a focus on analytics, and driving opportunities to expand and enhance system capabilities through technical innovation and automation. Knowledge of the Commercial Banking line of business, along with an understanding of relevant market trends, would be considered a strong asset. Must have experience with industry-leading telemetry and observability platforms (e.g., Splunk, Dynatrace, Datadog, AppDynamics, New Relic, ELK stack). It’s nice to have experience with Site Reliability Engineering (SRE) practices, such as developing and monitoring SLOs/SLIs, implementing automation to reduce toil, and supporting incident management and post‑incident reviews to improve reliability and operational excellence.

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. Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard. You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results. 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. 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] 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 Toronto-141 Bay, 25th Floor

Employment Type Regular

Weekly Hours 37.5

Skills

• Application Production Support
• Business Requirements
• Implementation Management
• IT Operations Support
• Operational Efficiency
• People Management
• Service Levels
• Strategic Objectives
• Technical Leadership

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.