Senior Production Support Engineer

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 a member of CIBC’s Production Support Team, you will play a key role in ensuring the stability, efficiency, and compliance of critical business applications, with a focus on Electronic Content Management (ECM) systems. You will provide second-level support for client and technical issues, manage system/web site outages, and coordinate with internal and external partners to resolve incidents. Your responsibilities will span troubleshooting, incident management, systems implementation, and relationship management, ensuring seamless operations and client satisfaction.

Key Responsibilities

Production Support & Troubleshooting

• Investigate and resolve operational issues, prioritizing based on severity, risk, and business impact.
• Manage issue logs, Contact Centre requests, and escalations.
• Provide 24x7 support, including coordination of recovery efforts and disaster recovery events.
• Utilize Incident and Problem Management to resolve incidents and identify root causes.
• Design and implement solutions to prevent recurrence and ensure high client satisfaction.

Systems Implementation & Maintenance

• Lead or coordinate technical research, configuration, testing, and integration of cross-functional, multi-platform application systems.
• Implement application changes through established change management processes.
• Ensure compliance with regulatory and information security standards.
• Plan and execute certificate creation/renewals and system upgrades.
• Review system patches and updates, ensuring minimal system impact.

ECM/EDMS Focus

• Support and maintain Electronic Data Management/Enterprise Document Management/Electronic Content Management systems, including document capturing, storage, indexing, version control, and workflow automation.
• Work with tools such as OpenText, ShinyDocs, Content Management

Partnership & Relationship Management

• Act as a liaison with business partners, technology groups, vendors, and clients.
• Build strong relationships and communicate effectively to identify needs and recommend solutions.
• Promote and support channel support concepts, products, and services.

Project Delivery

• Serve as a subject matter expert for planned system changes and projects, ensuring compliance with organizational standards.
• Analyze proposed application designs, provide feedback, and participate in system testing prior to production deployment.
• Produce quality and timely deliverables as part of project teams.

Documentation & Compliance

• Maintain documentation including deficiencies, deviations, application flow diagrams, and SCCM plans.
• Validate and submit responses for audit requests.
• Research, evaluate, and support the development and implementation of new or revised policies and procedures.

How You’ll Succeed

• Experience: Minimum 3–5 years in application support, preferably with 1–3 years in banking. Experience with ECM/EDMS, workflows, forms, and reports is essential.
• Technical Skills: Familiarity with ITIL Change, Incident, and Problem Management; cloud technologies (e.g., Azure); SQL query writing and file integration (preferred).
• Problem Solving: Strong analytical, critical thinking, and decision-making skills.
• Collaboration: Excellent relationship management, networking, and mentoring abilities. Ability to support and mentor intermediate analysts.
• Digital Savvy: Embrace innovation and evolving technologies; adapt easily to new tools and trends.