Technology Problem Manager Consultant
Technology Problem Manager Consultant
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Job Description
Were building a relationshiporiented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats 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
What Youll Be Doing
As a Technology Problem Manager/ Consultant you will join CIBCs Technology department to ensure problem management operational procedures are followed in accordance to the Enterprise Problem Management standard principle and process. You will work with other members of the Problem Management team as well as other Infrastructure resources application resources and external service providers to perform analysis on specific incidents to produce a post mortem and identify root cause to eliminate the underlying cause of incidents. As well you will also manage and track the progress of problem actions andreport/identifyproblem trends within the environment.
At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of onsite and remote work) will be discussed at the time of your interview.
How Youll Succeed
Post Mortems/Root Cause Analysis Facilitate discussion with various technology teams who were involved in a major incident to identify root cause and understand if there were any contributing factors through the life of the incident. Identify what is required to eliminate the root cause or document repeatable work around methods as a temporary solution.
Problem Solving Develop creative and innovative approaches and solutions to highlevel tactical and systemic technology issues and concerns. Recommended approaches/solutions that potentially have moderate to significant positive impact on client satisfaction and financial results. Managing very senior internal and external relationships with technology groups to promote acceptance and implementation of solutions to remove or reduce technology risk.
Leadership & Accountability Function as the Problem Manager for problem tickets and has overall responsibility for the problem through its lifecycle. Accountable to ensure that all Technology teams follow the problem management process for every post mortem. Manage monitor and track all problem records and tasks and escalate and report on late items.
Communication & CollaborationCoordinate a large groups of technical resources during root cause analysis maintain control of conference calls. Understand customer needs and expectations to provide excellent service . Knowledge of approaches tools and techniques for working with individuals and groups in a constructive and collaborative manner. You have the ability to interact with and influence people/groups of widely varying disciplines and backgrounds.
WhoYouAre
You can demonstrate experience in:running Post Mortems and Root Cause Analysis in a large complex enterprise environment; experience with IT process related industry best practice frameworks and standards and have the ability to manage multiples priorities concurrently.
Analytical & Tech Savvy.You have a high level understanding of various technologies. You enjoy investigating complex problems and making sense of information. Youre confident in your ability to communicate detailed information in an impactful way.
You bring knowledge to the team:you have a Bachelors degree or equivalent degree in Computer Science Engineering or a related field. You also have minimum 5 years of experience in Enterprise Problem Management or similar role and certified on ITIL Foundation or expert.
Your influence makes an impact: Strong communication and leadership skills excellent organization skills and attention to detail. Ability to collaborate and identify/resolve conflicts or barriers to effective teamwork.
You embrace and champion change.Youll continuously evolve your thinking and the way you work in order to deliver your best. You have thethe ability to multitask and make sound judgments in a fastpaced high stress environment.
Values matter to you.You bring your real self to work and you live our values trust teamwork and accountability.
#LITA
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 pointsbased 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
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 attributebased 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.
Job Location
Toronto81 Bay 16th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Facilitation Group Problem Solving ITIL Framework ITIL Fundamentals ITIL Methodologies People Management Prioritization Root Cause Analysis (RCA) Root Cause Identification Root Cause InvestigationsRequired Experience:
Manager
Employment Type
Full-Time
