Senior Technical Incident Manager

Category: Project Management

Main location: United States, Louisiana, Lafayette

Position ID:J0826-0390

Employment Type: Full Time

Position Description:

This position is located in Lafayette, Louisiana 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