IT Engineer IV - Incident Manager

Position Description:

CGI has an immediate need for an IT Engineer IV Incident Manager to join our team. This is an exciting opportunity to work in a fastpaced team environment supporting one of the largest leaders in the secondary mortgage industry. We take an innovative approach to supporting our client working sidebyside in an agile environment using emerging technologies.
This position is located at a client site in Reston VA or Plano TX. A hybrid working model is acceptable.
We partner with 15 of the top 20 banks globally and our top 10 banking clients have worked with us for an average of 26 years!
We have over 92000 CGI Members in 40 countries and over 5k loyal Clients who are leveraging our endtoend services across the globe.

Your future duties and responsibilities:

In this incident management function manage incidents to resolution in a 24/7/365 environment using the incident management processes effectively guide incident and triage calls from a technical perspective share technical details obtained from monitoring tools and dashboards to aid troubleshooting outline details of resolution activities recommend and implement improved processes provide timely status updates to stakeholders assist with postmortem related activities and support various efforts related to operational improvements. Manage efforts to maintain application in production including troubleshooting stoppages repairing bugs documenting application performance and coordinating with technology infrastructure management.
1. Provide expert level of incident management support for response triage and impact mitigation of technology incidents. The team is the command center for all impacting incidents. The key objective of the team is prevent contain and limit the duration of all production incidents to reduce the impact on the business deliverables. The incident management function is to manage incidents to resolution in a 24/7/365 environment using the incident management processes.
2. Lead the resolution of high priority and complex incidents. Prioritize steps for quick recovery to minimize business impact to operations. This includes using all of the available tools to find the root cause and then drive a quick resolution either permanent or workaround to ensure the business is back to normal operations.
3. Troubleshoot the incidents and identify root cause quickly using operations wire data analytics application performance management and event correlation monitoring tools.
4. Act as primary point of contact to management and stakeholders during business impacting incidents.
5. Partnering with the Correction of Errors team drive the root cause analysis lessons learned and implementation of enhancements for all ECC communicated incidents.
6. Collaborate with other teams to enhance proactive monitoring and observability tools and processes
7. Provide reporting and analysis on business impacting incident trends and impacts.
8. Provide enhancement suggestions from those trends and present to management for prioritization and implementation. Lead the implementation of approved enhancements.
9. Ensure appropriate functional and management escalation takes place as per the standards and procedures.
10. Influence other technical teams on the calls and articulate troubleshooting steps effectively.
11. Lead required technical followup calls for critical incidents.
12. Provide recommendation on continuous improvement and lead the execution of the same
13. Perform analysis of data evaluating multiple application protocols including web database storage and supporting infrastructure such as AWS UNIX DNS LDAP SSL SMTP and FTP.
14. Influence other technical teams on the calls and articulate troubleshooting steps effectively.
15. Lead required technical followup calls for critical incidents.
16. Assist with documentation of Root Cause Analysis (RCA) or Correction of Errors (COE) and data quality for all ECC communicated incidents.
17. Ensure appropriate functional and management escalation takes place as per the standards and procedures.
18. Follow up on items that could potentially negatively impact production operations assist with postmortem related activities and support various efforts related to operational improvements.
19. Based on recommendations from management implement new and improved processes change processes perform new tasks create reports and address adhoc requests.
20. Participate in oncall rotation. Ability to work on any shifts as needed including weekends and night shifts.
21. Ability to report incident details and metrics to senior leadership.

Required qualifications to be successful in this role:

6 years of related experience
Excellent communication skills (oral and written)
Attention to detail
Ability to multitask
Proficiency in running incident calls with up to 150 people.
Proficiency with Microsoft Word Excel and PowerPoint and presenting to senior management using data and information from these tools.
Amazon Web Services (AWS) Cloud Certification (above Cloud Practitioner) required
Information Technology Infrastructure Library (ITIL) Certification is required.
Experience with performance engineering of AWS Cloud applications.
Hands on experience with transaction level monitoring using Splunk and other transaction level dashboarding tools.
Handson experience with ServiceNow is required.
Ability to perform transaction level monitoring and troubleshooting in AWS cloud platform.
Monitoring experience with tools like Extrahop SolarWinds and Catchpoint.
Ability to analyze dashboards and reporting/monitoring tools to look at trends and patterns in application health and performance.
Experience working with compliance Audit and other support organizations while participating in providing solutions in support of the business objectives.
Ability to present findings to management and other teams from data analysis and make recommendations design and implement fixes or improvements from the findings
Proven experience with: a. Proficient in the use of the AWS console and CLI b. Advanced scripting and automation skills c. Strong problemsolving abilities d. System and data analysis using common tools (PowerBI Tableau Excel etc.) e. Strong Structured Query Language (SQL) skills.
Understanding of different IT Infrastructure components such as AWS Unix/ Linux Servers Wintel Servers networks firewalls routers load balancers VPN Apache web logic LDAP Active Directory Exchange Oracle/MS SQL databases SAN Virtualization Email systems
Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least eight of the above is preferred.
Proven methodical approach to problem identification monitoring problem solving and resolution.
Aptitude to influence other technical teams on incident calls & articulate troubleshooting steps effectively.
Able to quickly and concisely communicate with senior management on technical issues in nontechnical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels.
Strong relationship management skills and aptitude to multitask and work well in a high stress environment both within teams and independently.

Desired Skillset
1. AWS Certified Solutions Architect Associate Certification2. Experience with OpenTel SignalFX

Education: Bachelors Degree or equivalent required

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 meritbased 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 $74600.00 $146900.00

Benefits: CGIs 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 Wellbeing programs

#LIBR1

Skills:

• Analytical Thinking
• Linux
• Oracle
• ServiceNow
• SQL
• Unix

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and wellbeing and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone 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 . 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 CGIs legal duty to furnish information.