Kevin Rahim
About Kevin Rahim
Kevin Rahim is an Enterprise Incident Manager at CIBC in Toronto, Ontario, Canada, with extensive experience in incident coordination and technical analysis.
Title
Kevin Rahim serves as an Enterprise Incident Manager at CIBC, a role he has held since 2016. His responsibilities include overseeing high severity incidents, coordinating technical recovery calls, and managing both offshore and local support analysts. He is also on-call 24/7 for incident management.
Professional Experience at CIBC
Kevin Rahim has over a decade of experience working at CIBC with a track record that includes roles such as Enterprise Operations Desk - Incident Coordinator from 2012 to 2016. Prior to this, he held the position of Senior Technical Analyst: World Markets from 2007 to 2012. Throughout his tenure, he has contributed significantly to the development of the Enterprise Incident Management desk and published training documentation to enhance team efficiency.
Education and Expertise
Kevin Rahim obtained a Bachelor's degree in Computer Telecommunications Engineering from DeVry Institute of Technology, where he studied from 2002 to 2007. He also completed a program in Computer Programming Analysis at Seneca College of Applied Arts and Technology between 1998 and 1999. His educational background provides a strong foundation in technical and engineering principles.
Responsibilities and Key Roles
Kevin plays an integral role in CIBC's incident management, problem management, and change management processes, adhering to ITIL standards. Beyond incident coordination, he is responsible for reviewing Operational Support contact information for accuracy via Service Now, overseeing various first-level technical support teams, and preparing post-mortem reports using One Note. He ensures seamless teleconferencing technical recovery calls via MS Teams/Skype.