Production Support experience – TechnicalFunctional investigation experience

Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end to end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .
Job Title: Production Support Lead
Position: Lead Analyst
Experience: 10 Years
Category: Lead Software Engineering
Shift: General
Location: Bangalore
Position ID:
Employment Type: Full Time
Education Qualification:
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Minimum of 10 years of experience in product support functional consultancy or technical roles with a focus on KYC Sanction Screening Customer Screening and Transaction Monitoring. Experience should include leading complex production investigations managing client-facing support communications coordinating cross-functional teams and contributing to RCA / corrective action processes.
Position Description:
The Production Support Lead is responsible for leading the resolution of complex support issues across the global HotScan client base. This role requires strong technical and functional judgement structured problem-solving clear stakeholder communication and the ability to drive issues to resolution in business-critical client environments. #LI-SB15

Your future roles & responsibilities
Lead complex production support investigations from initial triage through root cause analysis resolution and client communication.
Analyse technical and functional issues across application workflows database records logs integrations configuration and operational processes.
Prepare and review RCA reports investigation summaries workaround options and corrective / preventive action plans.
Challenge and validate technical analysis from development and QA teams to ensure conclusions are accurate complete and client-ready.
Support release patch and defect validation activities by providing production support insight client context and real-world usage scenarios.
Collaborate with internal and external cross-functional teams including development testing application management and infrastructure.
Manage client support meetings serve as a primary point of contact for clients and provide regular updates on incident status and resolutions.
Maintain and strengthen client relationships by collaborating with client delivery managers and ensuring client needs are met efficiently.
Act as a liaison between development testing teams and clients to ensure smooth communication and effective issue resolution.
Provide expert functional consultancy to clients ensuring alignment with their needs and regulatory requirements.
Assist in the design and implementation of product solutions that meet both business and regulatory requirements.
Actively participate in development and quality assurance cycles contributing valuable insights and expertise.
Work collaboratively with global and local IP support teams to ensure seamless support and service delivery.
Conduct training sessions and workshops for internal teams and customers to ensure effective use of the product.
Stay informed about industry trends regulatory changes and best practices in compliance to build product and industry expertise.

Must to have skills:
-on Production Support experience Technical/Functional investigation experience
-to-day client handling/client-facing experience
good communication skills

Good to have skills:
to any of programming languages- Java C C Unix or Oracle
experience in AML Banking/Finance or Payments
support experience


CGI is an equal opportunity addition CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

• English
• C
• Client management
• Communication
• Java
• Oracle
• Production Support

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