Job Description

• P1 Incidents - Triage, Escalate to Level 2 for resolution, Engage CIM
• P2, P3 & P4 Incidents - Triage, Troubleshoot, Recover or Escalate based on SOP, KB articles
• War room representation - participate on P1 and Customer Impacting P2 Incident bridges
• Events handling will be owned with end to end responsibilities (acknowledgement till closure)
• Dashboards, CA7 jobs monitoring includes initial triage, analysis before escalating/engaging RTB app teams
• Tracking the automation work wherever required & engage the app teams for the development ( eg: T events Validations, Health check)
• Resources should be able to handle 95% of events and incidents, escalating within the team for additional support.
• Make technical decisions, resolve events/incidents
• Escalate issues in a timely manner
• Dive into issues, figure it out, and work within their teams to permanently resolve.
• Find automation opportunities and work to completion
• Create and maintain knowledge articles to support troubleshooting / KB articles need to be maintained for the reoccurring/known issues
• Eyes on Glass Monitoring - includes (Dynatrace, CA7, Grafana, Truesight, ServiceNow)
• Dashboards, CA7 jobs monitoring includes initial triage, analysis before escalating/engaging next level
• Application validation - Perform technical validations in production after any infrastructure (or) application maintenance activities
• Application Health check - Provide periodic application health reports to PNC Leadership team
• War room representation - participate on P1 and Customer Impacting P2 Incident bridges

Your future duties and responsibilities

Required qualifications to be successful in this role

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.