Digital Support Lead

Job description

Position Description:

Job Description:

Company Profile:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

The Digital Support Lead is responsible for Oversee and manage the day to day allocation of activity and regular tasks within the Digital Support Team of Data Market Intelligence program. The role is responsible to ensure “quality of service” to customers of the deployed applications. He/ she is responsible to improve continuously the serviceability of applications. He/she ensures the that SLAs/KPIs are defined and are met as defined by Michelins standard. The person’s mission is to both increase the service quality while also ensuring IT process efficiency by identifying and eliminating waste.

Your future duties and responsibilities:

KEY EXPECTED ACHIEVEMENTS

• Coordinate with key clients to define roadmap and process priorities of the processes he owns : Change Management, Incident Management, problem management and Knowledge management
• Defining the Methodology and framework of the support operations aligned with Michelins global standards.
• Point of contact and accountable during Major Incident to ensure timely resolution of the most urgent and impacting incidents affecting business operations (Priority 1 incidents) .
• Be the escalation point for all clients on service-related issues.
• Manage escalations by ensuring correct processes are followed and that the right people are engaged to bring quick and efficient resolutions  
• Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement, and governance of the lifecycle of IT Service Management
• Manage, report and communicate on the performance of the processes.
• Own and manage the process including driving the evolution of the process from A to Z;
• Monitoring of applications, infrastructure from cloud and optimizing the same.
• Coordinate and facilitate the Change Management process across the program;
• Continuously work with a mindset of One DCTI Michelin by identifying opportunities to standardize, integrate and optimize processes between DMINT and the rest of Michelin 
• Be a agent of change and demonstrate thought leadership to drive various initiatives
• Own and be responsible for compliance like Project Audit, Security Audit (wherever applicable) along with key support SLAs
• Analyze operational results / KPIs and drive continuous improvements to improve service quality 
• Be role model and cultivate and foster the culture of open communication, trust, empathy within team.
• Ability to work both collaboratively with team members as well as autonomously on projects and transverse initiatives.
• Setting and meeting performance targets for service levels, quality, effectiveness and efficiency.
• To contribute to the production of management information reports for key groups within the organization.
• Develop and maintain close working relationships with stakeholders to identify process and systems improvements which could improve service provision and/or efficiency throughout the organization.
• He/She will also follow up and report on the adherence to the processes in the department and work with other support managers to ensure Michelin global coherence
• Should be flexible enough to work in a shift as per the requirement of the DMINT program.
• Should be able to work in a growing platform, turn uncertainties into opportunities and ability to provide solution to problems.

Required qualifications to be successful in this role:

Primary Skills (Technical & Behavioral Must Haves)

• Knowledge of Service Now, Incident Management, Problem Management, knowledge Management
• ITIL Certified
• Knowledge of Azure/Data Domain.
• Hands on Experience on Incident Management
• Led team of 5-6 support Engineers
• KPI’s for Support
• Business Improvement Plan and presentable
• Understand impact of Issues and lead outage calls.
• Mentor team and help unblock team members on Issues.
• SLA’s and Impact Management.
• Escalation Management
• Knowledge of Monitoring tools- Splunk/Grafana.
• Continuous Improvement Support.
• Good Communication Skills
• Conflict Resolution
• Stakeholder Management

Skills:

·  DevOps
·  Incident Management
·  ServiceNow
·  Splunk

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.