Senior Technical Incident Manager

Job description

Position Description:

Do you want to take your career to the next level? CGI is looking for dedicated Technical Incident Managers with a passion for solving business problems to join our team. At CGI, you will solve important business and technical problems as a full-time consultant serving local, enterprise clients. You'll be part of a team of dedicated people like yourself and make an impact with both internal and client partners. Consider joining CGI, a premier consulting firm that inspires personal and professional growth and values your ideas.

This position is located in Knoxville, Tennessee in a hybrid environment.

Your future duties and responsibilities:

CGI is seeking an Senior Technical Incident Manager to support enterprise production systems within a fast-paced financial services environment. This role is responsible for monitoring the health and availability of cloud-based applications, responding to production incidents, and working with cross-functional teams to restore services as quickly as possible.
The successful candidate will help troubleshoot infrastructure and application issues, analyze monitoring data, participate in incident response activities, and contribute to root cause analysis and continuous operational improvements. This position requires hands-on experience with AWS, enterprise monitoring tools, and IT service management processes. The ideal candidate is comfortable working in a 24x7 operational environment, communicating effectively with both technical and business stakeholders, and helping maintain reliable, highly available production systems.

Required qualifications to be successful in this role:

•5+ years of experience supporting enterprise production environments or IT operations
•Deep knowledge of and hands-on experience with multiple aspects of Amazon Web Services (AWS), including AWS services such as EC2, CloudWatch, CloudTrail, Route53, S3, ELB, Lambda, ECS, or RDS
•Experience monitoring production applications using tools such as Splunk, Dynatrace, CloudWatch, SolarWinds, or similar platforms
•Familiarity with Major Incident Management or Production Support processes
•Ability to troubleshoot infrastructure and application issues across AWS environments
•Working knowledge of Linux/Unix and Windows server administration
•Experience using ServiceNow for Incident, Problem, and Change Management
•Familiarity with observability concepts and tools, including OpenTelemetry, is a plus
•Understanding of networking fundamentals including DNS, Load Balancers, SSL, VPNs, and firewalls
•Experience documenting incidents and operational procedures using Jira and Confluence
•Basic knowledge of Infrastructure as Code tools such as Terraform or CloudFormation is preferred
•Strong analytical and problem-solving skills with the ability to quickly identify production issues
•Excellent verbal and written communication skills with the ability to collaborate across multiple technical teams
•Ability to work in a 24x7 support environment, including participation in an on-call rotation
•Exposure to financial services or other highly available enterprise environments is a plus
•Basic scripting experience with PowerShell or Python is beneficial

DESIRED SKILLS
•AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate certification is preferred
•ITIL Foundation certification is a plus

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience)

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $63,700 to $156,700.

CGI's benefits are offered to eligible professionals on their first day of employment to include:
. Competitive compensation
. Comprehensive insurance options
. Matching contributions through the 401(k) plan and the share purchase plan
. Paid time off for vacation, holidays, and sick time
. Paid parental leave
. Learning opportunities and tuition assistance
. Wellness and Well-being program

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.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

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 Position ID 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 Position ID 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. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

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.