Production Support Engineer Manager

About the role

We're seeking a Senior Lead Manager for Record Remediation and PrivateLink Update initiatives. This role involves leading a cross-functional team to maintain, integrate, and implement OpenText software applications and associated technology solutions.

Responsibilities

• Lead the execution of Record Remediation and PrivateLink Update technology initiatives, developing strategic roadmaps and ensuring timely, transparent project delivery.
• Oversee solution requirements, design reviews, technology test planning, and coordinate software application testing, change management, configuration, installation, and ongoing support.
• Manage incident, problem, and change activities, including major incident response and root-cause resolution to maintain operational stability and performance.
• Partner with business, technology, risk, compliance, and vendor teams to drive strategic outcomes and ensure alignment with organizational goals.

Requirements

• Production Support Engineering – Strong technical expertise, experience leading technology teams, managing production incidents, and ensuring prompt restoration of service.
• Technology Integration and Support – Extensive knowledge of banking products, services, and industry regulations, experience in IT service management, and a comprehensive understanding of incident, problem, change, and major incident processes.
• Operational Stability and Incident Management – Proven ability to manage incident, problem, and change activities, including major incident response and root-cause resolution.
• Stakeholder Collaboration – Experience in cross-functional environments, leading teams, and partnering with stakeholders to drive outcomes and foster a culture of continuous improvement.

Qualifications

• Production Support Engineering – 8-12 years of recent experience in Production Support Engineering.
• Technology Integration and Support – Relevant certifications or a degree in Computer Science, Engineering, MIS, or a related field.
• Operational Stability and Incident Management – Substantial experience in IT service management and a comprehensive understanding of incident, problem, change, and major incident processes.
• Stakeholder Collaboration – Skilled in communication and stakeholder engagement, providing clear updates on service health, risks, and improvement activities.

Skills

• Application – Production Support, Business Requirements, IT Maintenance, IT Operations Support, Operational Efficiency, People Management, Service Levels, Technical Leadership, Work Collaboratively.

Benefits

CIBC offers a competitive total rewards package, including a salary range of $140,000.00 - $170,000.00 for the Chicago market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component. CIBC provides a full range of benefits and programs to meet employee needs, including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays, and 401(k), in addition to other special perks reserved for our team members.

Pay

The expected salary range for this role is $140,000.00 - $170,000.00 for the Chicago market based on experience, qualifications, and location of the position.

Schedule

This role requires occasional travel.