Job Information
CIBC Sr. Incident and Problem Specialist Service Delivery Lead in Toronto, Ontario
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
As a member of the Contact Centre Service Delivery team you’ll work in a fast paced Technology support team. As an Sr. Incident and Problem Management Service Delivery Lead, you will be primarily concerned with identification and leading the resolution of multi-user outages through incidents and monitoring responses. You will be part of a management escalation rotation for after hours (evenings and weekend) and a daytime shift routine. You will also be a full participant for problem management and/or change management and other items related to Service Delivery as needed.
When working on major incidents:
Responsible for leading multi-user outage bridges, providing Management updates.
Attending or leading MUI/SEV reviews with Enterprise Incident Management or other groups within CIBC and vendors
Partnering with Enterprise Incident Management process and other external vendors to solve the incident or establish a workaround to restore the services
Updating management on incident status during a MUI
Leading the communication updates with Technology and Business partners
Provided feedback on impact with other Technology teams
Follow the CIBC enterprise Incident and Problem Management guidelines
When working on problems you will be responsible for restoring normal service operation as quickly as possible from an incident, minimizing the adverse impact and problems on the business that are caused by errors within the Technology environment, and preventing recurrence of incidents related to these errors.
Identify the underlying causes of a problem, including problem identification, classification, diagnosis and closure.
Manage internal and external vendors for incidents and problems ensuring service providers are escalating and
communicating recovery efforts appropriately.
Proactively prevent the occurrence of problems through trend analysis, targeting preventative action and conducting regular problem reviews.
Manage error control by progressing known errors until they are eliminated by the successful implementation of
Create and publish management reports showing the status of Problem Management
At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on a modified onsite work schedule and working remote.
How you'll succeed
You can demonstrate experience in application support and interpreting information received when issues are escalated. 5+ years of experience in identifying gaps in existing problem resolution process to improve operational efficiencies. Determining solutions outside set procedure when a set procedure is not working, and providing high-level expertise for extensive troubleshooting. Strong knowledge of ITIL practice . It is an asset if you have an application development or production support background and if you have experience in Contact Center Technologies
Flexible to work as an on-call support up to 2 weeks in a month.
You have strong knowledge of second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment; experience with Microsoft application software (Word, Excel, Outlook, etc.)
Who you are
You're passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.
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 look beyond the moment. You make choices and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.
You know that details matter. 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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.
*Subject to 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 Mailbox.careers-carrieres@cibc.com
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.
Expected End Date
2024-10-21
Job Location
Toronto-81 Bay, 19th Floor
Employment Type
Regular
Weekly Hours
37.5
Skills
Analytical Thinking, Applications Support, Critical Thinking, Decision Making, Operational Efficiency, Proactive Approach, Problem Management, Problem Resolution, Production Support, Service Delivery, Strategic Objectives, System Applications
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.