Sr. Analyst, Enterprise Incident Management

at  CIBC

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
CIBC.com
What you’ll be doing
As an analyst with the Enterprise Incident Management Team, you will join CIBC’s Technology department to ensure recovery of major incidents affecting CIBC’s worldwide operations in accordance with the Enterprise Incident Management standards, principles and processes.
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

• Incident Assessments – Interpreting events to assess their impact of Major incidents. Working with internal and vendor support to ensure that Notifications are delivered to the organization in accordance with the Enterprise Incident Management Process. Facilitation of calls in response to restoring service as per process with other technology partners who also have accountability to participate in incidents.
• Leadership & Accountability – Function as the incident “Owner” for Major Incidents and has overall responsibility for the incident through its lifecycle. Accountable to ensure that all IT teams follow the incident management process for every incident. Manage, monitor and track all Potential and Actual Major incidents through the Technology Operations Enterprise Incident Management process. Accountable that incidents flow efficiently through the Incident process ensuring the incidents are resolved in a timely and consistent manner.
• Communication & Collaboration – Ability to coordinate a large group of technical resources during Major Incidents and retain control of conference calls. Ability to 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.

Who You Are

• 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 give meaning to data. 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 can demonstrate experience in: running Incidents in a large, complex enterprise environment; experience with IT process, related industry best practice frameworks and standards; you have a Bachelor’s degree or equivalent degree in Computer Science, Engineering, or a related field.
• You also have minimum 2 years of experience in Enterprise Incident Management or similar role.
• Have the ability to multi-task and make sound judgments in a fast-paced, high stress environment.
• You have strong knowledge & experience of first and second level support; ability to manage multiple priorities concurrently; have the knowledge of ITIL foundation; and Microsoft application software (Word, Excel, Outlook, etc.).
• You are able to work with a team that operates in shifts to cover a 24/7 support operation, which includes the potential of On-call work.
• You act like an owner. You thrive when you’re empowered to take the lead, go above and beyond, and deliver results.
• You embrace and champion change. You’ll continuously evolve your thinking and the way you work in order to deliver your best.
• 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 benefits program, defined benefit pension plan, an employee share purchase plan, a vacation offering, wellbeing support, 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.
• 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

Mailbox.careers-carrieres@cibc.com

• 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 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.

Job Location
Toronto-483 Bay St 2nd Fl.
Employment Type
Regular
Weekly Hours
37.5
Skills
Communication, Critical Analysis, Critical Thinking, Incident Management, Information Technology Infrastructure Library (ITIL), ITIL Incident Management, ITIL Processes, ITIL Service Operations, IT Incident Management, IT Service Management (ITSM), Team Facilitation, Technical Knowledg

Please refer the Job description for details