Director, Production Application Support

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.

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STRATEGIC BUSINESS UNIT DESCRIPTION  

US Technology, Infrastructure & Innovation (US TI&I) enables the continuous transformation of our Bank by accelerating the shift to digital, strengthening operational resilience, simplifying what we do, improving CIBC's speed to market and protecting our Bank's assets. 

The teams work to maximize the investment in resources and technology while building an appropriate balance between high-touch client service and our fiduciary responsibility to protect CIBC, our clients, and our shareholders from undue risk. 

JOB PURPOSE   

​​As a Director, Production Support at CIBC, you lead the stability and resilience of production technology services. You direct incident, problem, and change management, coordinate major incident response, and drive root-cause elimination through improved monitoring, automation, and operational discipline. You set service standards and partner with Technology, Business, Risk, Compliance, and Audit to manage risk and meet governance requirements, while developing high-performing teams and a culture of accountability and continuous improvement thru adoption of AI and automation opportunities.
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KEY ACCOUNTABILITIES  

Service Resilience Strategy: Set the production support vision and operating model. Define standards and drive improvements in availability, performance, and recoverability through monitoring and automation. 

Major Incident & Problem Management: Lead major incidents end-to-end (triage, restoration, communications). Drive root-cause fixes and reduce repeat incidents. 

Domain & Operational Insight: Apply banking and operational knowledge to anticipate impacts, prioritize issues, and improve supportability. 

Risk, Controls & Compliance: Own operational risk and control practices for production services. Partner with Risk/Compliance/Audit to meet governance and evidence requirements. 

Stakeholder & Team Leadership: Provide clear service health and risk updates to leaders. Develop high-performing teams and a culture of accountability and continuous improvement. 

COMPLIANCE REQUIREMENTS/RESPONSIBILITIES  

• As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.   

• For People Managers: As a manager of people, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards,