Sr. Incident and Problem Specialist Service Delivery Lead – CIBC

Title of the Job: Sr. Incident and Problem Specialist Service Delivery Lead

Location: Toronto, ON

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 visitWhat you’ll be doingAs 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 vendorsPartnering with Enterprise Incident Management process and other external vendors to solve the incident or establish a workaround to restore the servicesUpdating management on incident status during a MUILeading the communication updates with Technology and Business partnersProvided feedback on impact with other Technology teamsFollow the CIBC enterprise Incident and Problem Management guidelinesWhen 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 andcommunicating 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 ofCreate and publish management reports showing the status of Problem ManagementAt 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 succeedYou 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 TechnologiesFlexible 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 areYou’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 OffersAt 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 conditionsWhat you need to knowCIBC 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 contactYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permitWe 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 2024-10-21Job Location Toronto-81 Bay, 19th FloorEmployment Type RegularWeekly Hours 37.5Skills Analytical Thinking, Applications Support, Critical Thinking, Decision Making, Operational Efficiency, Proactive Approach, Problem Management, Problem Resolution, Production Support, Service Delivery, Strategic Objectives, System Applications

Company Name: CIBC

Salary:

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