The successful candidates will be a master is several technologies. The ability to leverage these skills and knowledge across multiple complex platforms in several different roles is critical for success.
The required candidates will operate as part of a team, and will work to provide support in a 7x24 support environment in a second line support role, supporting multiple teams in incident recovery and to support service improvement initiatives
Your future duties and responsibilities
Incident and Root Cause Analysis :
Incident Response & Problem Management.
As a technical leader on the support team, prime major incidents and help CGI to meet or exceed SLA objectives.
Lead incident bridges during incidents.
Drive teams during triage, troubleshooting and recovery steps.
Ensure that infrastructure, application, DBA teams and third party vendors are synchronized and working together.
Provide guidance to the support team members in resolving the issue.
Lead the team post major incidents to identify root cause of incidents, and recommend interim actions to prevent reoccurrence, as well as permanent fixes.
Operations Best Practices & Improvements :
Conduct reviews of major incidents and provide recommendations for continuous operational improvements.
Ensure appropriate monitoring is enabled, and is being used by the support teams, providing coaching as required.
Help to drive operational readiness assessments to ensure infrastructure and application support teams are ready for deployments.
Help to assess new business coming into the support teams.
Analyze reoccurring incidents and implement corrective actions to reduce the number of tickets.
Problem management - Evaluate aging tickets and take action as appropriate for the severity of tickets.
Client Consulting and Relationship :
Leverage and develop client relationship to demonstrate domain expertise and to establish trust by applying acquired knowledge to the client business and operation problems.
Propose hardening initiatives.
Knowledge Sharing & Mentoring :
Share expertise, knowledge and help grow technical skills within the CGI support team.
Bring the MAS teams to the next level in troubleshooting complex cases.
Required qualifications to be successful in this role
Bachelors Degree in Computer Science or related fields
At least 7-10 years in Information Technology
Available for on-call duties 7x24
Database Technologies : Knowledge of Oracle
Middleware Technologies : Weblogic, IIS, Websphere, JBOSS and Apache
Programming Languages : Java and .Net
Operating Systems : Windows, Linux and UNIX
Identity & Access Management : Thycotic, Microsoft Identity Manager, Microsoft Certificate Authority and SailPoint
Single Sign-On : Siteminder
Messaging : RabbitMQ and Kafka
Directory Services : LDAP, Oracle Directory Server Enterprise and Oracle Unified Directory
Nice To Have
Bilingual : French (Oral) and English (both written and spoken)
Experience working in Agile and DevOps environments
Knowledge of Telephony applications
Knowledge of Operations Support
What you can expect from us
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change supporting our clients’ digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership.
All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.