Enterprise Problem Manager

2 weeks ago

Toronto, Canada CIBC Full time

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

**Job Description**:
What You’ll Be Doing

As an Enterprise Problem Manager, you will report to the Director of Enterprise Incident and Problem Management 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 and report/identify problem 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 on-site and remote work) will be discussed at the time of your interview.

How You’ll 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 high-level 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.- Client-focused Partnership and Relationship Building - Build relationships within Technology Operations to bridge gaps and maintain effective communication between all LOBs.- Written/Oral Communications - Produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation, in addition to being able to express oneself and communicate with others verbally.Who You Are- 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. You're confident in your ability to communicate detailed information in an impactful way.- You bring knowledge to the team: you have a Bachelor's 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. You'll continuously evolve your thinking and the way you work in order to deliver your best. You have the the ability to multi-task and make sound judgments in a fast-paced, high stress environment.- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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 health benefits program, defined benefit pension plan, an employee share purchase plan 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 solut

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