Production Support

Job description

Job Description

Production Support

Position Description
CGI is seeking to hire a production support for various set of applications. Will be responsible for providing Level 2 production services for the various set of applications.

Your future duties and responsibilities
 Gain detailed knowledge of the business flows, application architecture and hardware configuration for supported applications.

 Interface with global business and technology partners in a follow-the-sun support model.

 Adhere to defined Global Markets Production Services operations and support processes.

 Participate in continual service and process improvement.

 Contribute to the central support knowledge base.

 Participate in the planning and execution of DR exercises.

 Understand Service Support (as per ITIL) and escalation procedures. Become fully conversant with all tools used to deliver support.

 Build and maintain effective and productive relationships with stakeholders in business, development and infrastructure teams, and third party systems / data providers and vendors.

 Interface with product/support vendor team(s) as necessary. Ensure responses to reported issues are within agreed SLAs.

 Provide support for the onboarding of applications into the Production environment by ensuring that support requirements (non-functional requirements) are documented and followed.

 Review application and platform changes to mitigate risks associated with Change.

 Participate in the Change Review process.

 Participate in Release Deployment. Conduct post-release testing as required.

 Participate in Incident Management. Follow defined escalation and notification processes.

 Manage incidents through to resolution, keeping stakeholders abreast of issue progress, and working to minimize impact where possible.

 Resolve Incidents and Service requests in a proficient and timely fashion.

 Participate in Problem Management.

 Perform reviews of open production items with the development teams and push for updates and resolutions to outstanding tasks and reoccurring issues.

 Help to drive the development and implementation of the tools and best practices needed to provide effective support.

 Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.

 Ensure compliance with service delivery SLAs.

 Ensure timely delivery of key data feeds.

 Facilitate coordination across streams and the wider teams during incidents and key market and holiday events.

 Approach support with a proactive attitude, working to improve the environment before issues occur.

Off-hours and weekend call on rotation basis.

Required qualifications to be successful in this role
 5+ years working experience providing IT L2 support

 Experience using *nix or administering Microsoft Windows

 Experience using and configuring real-time monitoring tools (e.g. Geneos, Netcool, Tivoli)

 Experience using and configuring scheduling tools (e.g. Control-M, Autosys)

 Experience using automated deployment tools (e.g. uDeploy) preferred

 Experience using ITSM software (e.g. ServiceNow, Remedy)

 Exceptional analytical and problem solving skills

 Exceptional written and oral communication skills, including the ability to communicate technical information to senior executives and non-technical audiences

 Exceptional time management skills

 Attention to detail

 Experience dealing with business users on support and requirements gathering

 Relationship management skills

 Ability to work independently

 Getting things done in large organizations – good understanding of where to use processes and how to leverage networks

 Experience working with virtual and global teams / Intercultural awareness

 Broad ITIL / best practice service context within a real time distributed environment (ITIL v3 foundation desired)

 Ability to manage ambiguity, risk, and changing direction of projects and strategies.

 Experience supporting enterprise data replication solutions preferred

 SQL highly preferred

 Scripting desired

 Experience in IT in large, corporate, controlled production environments, supporting financial services and/or data warehousing.

 Experience of runbook execution.

 Experience supporting complex application and infrastructure domains

 IITIL / best practice service context

 Ability to work in virtual teams and in matrix structures

 Working experience in cloud-based platforms

 Must be hands on with technologies like UNIX (Linux/Solaris), Oracle SQL/ PL*SQL and will be required to login to the servers and perform troubleshooting

 Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)

 ITIL Foundation Certificate

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.

Learn more about CGI at www.cgi.com .

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned .

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Skills

Reference

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