TECHNICAL SPECIALIST - Distribution Technology

TECHNICAL SPECIALIST - Distribution Technology Business Unit Description: Technology: responsible for the delivery of technology in support of all CIBC businesses and customers. Directly aligns to CIBC's businesses, with a technology team for each business. Delivers world class solutions in support of business strategies, through a combination of in-house systems development and working with leading technology partners. This group also manages CIBC's core computing facilities, telecommunications and networks globally. Retail Markets Technology: plans, delivers and supports end-to-end technology solutions for the various distribution channels and full range of products that service all of CIBC's Retail clients: CIBC's retail branch network, Internet, Automated Banking Machines (ABM's), telephone banking, credit products, GICs, Deposit Accounts, Global Payments and Wealth Management/Investment Products. Relevant Job Criteria: - There is one full-time position available - On-call 24 / 7 on a regular basis Job Overview: PURPOSE OF JOB: Monitor and resolve incidents related to infrastructure systems and applications (hardware and software). MAJOR ACTIVITIES: · Initiate corrective action to resolve system and infrastructure application errors · Log and document production problems identify recurring problems and recommend preventative measures. · Answer calls from application support groups or system engineers identify problems, resolve or escalate as appropriate. · Interact with systems programming, server, database and network support staff to maintain a responsive and available infrastructure for the applications. · Identify and resolve medium to highly complex production problems for support of applications. Identify root cause and define actions to eliminate reocurrence. Requirements: KNOWLEDGE/SKILL REQUIREMENTS: Subject Matter Expertise: · Technical Troubleshooting--Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems. Extensive Work Experience: · Customer Service Management--Knowledge of tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers. · Problem Solving--Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems. · Managing Multiple Priorities--Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation. · Hardware Infrastructure--Familiarity with hardware technology and the global, regional and local hardware architecture. · Systems Software Infrastructure--Knowledge of the existing and planned software technology and the global, regional and local software architecture and infrastructure components. · Core Application Systems--Knowledge of major production application systems used for delivery of services to internal and external clients. Work Experience: · Written Communications--Ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation. · Systems Software Infrastructure--Knowledge of the existing and planned software technology and the global, regional and local software architecture and infrastructure components. · Decision Making and Critical Thinking--Knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks and perspectives when solving problems. CONTACTS: · Peers, internal service providers, middle management, and vendors. COMPLEXITIES/CHALLENGES: · Analyzing and investigating potential problems as described on incident management tickets to determine root cause, take the necessary action or escalate when necessary. · Analyzing and ensuring information on request for change tickets are clear prior to execution, closing the ticket with details of actions upon completion. · Receiving critical alerts, which could be generic and caused by several factors this requires in-depth analysis to determine the root cause in order to resolve the problems. · Troubleshooting technical problems in the absence to documented procedures. · Assessing the impact of errors/problems based on timing and situation to determine the most appropriate decision and course of action. · Diagnosing and correlating disparate information to determine the appropriate course of action for medium to highly complex situations. This requires in-depth investigation and analysis to provide a solution in most situations. · Mistakes and oversight may result in financial loss, customer dissatisfaction and additional strain on resources. PHYSICAL DEMANDS/WORKING CONDITIONS: · Requires carrying a pager. On call 24 / 7 on a regular basis ATTRIBUTES: · Accountability · Teamwork & Partnering · Building Trust · Thorough · Analytical / Systematic Thinking · Communication · Confident MUST HAVES: - ASP .net - 4 years - Microsoft IIS - 3 years - WebServices - 3 years - SQL Server - 3 years - C#- 2 years NICE TO HAVE: - Active Directory - XML/XSLT - C++ - WFC - Visual Basic Location of Position(s) : Toronto Technology & Operations Please click here to Apply On-Line. Cliquez svp ici pour postuler en ligne.

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