SRE Lead / Production Support Manager Category: Software Development/ Engineering
Main location: United States, Virginia, Vienna
Position ID:J1026-1990
Employment Type: Full Time
Position Description: Lead the evolution of a critical production support organization. As Production Support Manager, you will guide an experienced L2/L3 team while shaping how the team improves service reliability, responds to incidents, and prevents recurring issues.
This role offers the opportunity to combine hands on operational leadership with meaningful transformation work. You will strengthen the team's processes and capabilities, introduce Site Reliability Engineering (SRE) practices, and help build a practical path toward AIOps and self healing operations. You'll work with technical and business partners to turn operational challenges into measurable improvements, while coaching a team focused on dependable service and continuous learning.
Your future duties and responsibilities: . Lead and develop L2/L3 production support staff, setting clear responsibilities, performance expectations, and development goals.
. Manage daily support operations, including incident response, escalations, service restoration, and coordination across technical teams.
. Establish and improve production support processes, including incident, problem, change, knowledge, and service level management.
. Analyze incidents and operational trends to identify recurring issues, reduce repeat failures, and prioritize preventive actions.
. Assess the current production support model and define a phased roadmap for adopting SRE practices.
. Introduce SRE disciplines such as service level indicators and objectives, error budgets, operational readiness, blameless reviews, and reliability engineering.
. Partner with application, infrastructure, cloud, security, and business teams to improve service reliability and operational outcomes.
. Identify opportunities to automate repetitive work, improve monitoring and observability, and reduce manual intervention.
. Guide the responsible adoption of AIOps capabilities, including event correlation, anomaly detection, and automated response.
. Develop and oversee a progression toward self healing operations, with appropriate safeguards, testing, and human oversight.
. Define and report meaningful operational measures, such as service availability, incident trends, recovery time, repeat incidents, and automation outcomes.
. Build and maintain runbooks, support documentation, knowledge articles, and operational procedures.
. Communicate service health, major incidents, risks, progress, and improvement plans clearly to technical teams and leadership.
. Promote a culture of accountability, collaboration, continuous improvement, and learning from operational events.
Required qualifications to be successful in this role: . 8+ years of experience in application production support, IT operations, or service reliability, including leadership of L2/L3 support teams.
. Demonstrated experience managing major incidents, escalations, service restoration, root cause analysis, and problem management in a production environment.
. Experience establishing or improving support processes, operational procedures, runbooks, knowledge management, and service level reporting.
. Hands on experience applying SRE practices, such as service level indicators and objectives, reliability measurement, blameless incident reviews, and reducing recurring incidents.
. Experience assessing a traditional production support organization and leading its transition toward a more proactive, reliability focused operating model.
. Experience identifying and delivering automation opportunities that reduce manual effort, improve response times, or prevent incidents.
. Working knowledge of monitoring, observability, alerting, and event management practices across application and infrastructure environments.
. Experience partnering with application development, infrastructure, cloud, security, and business teams to resolve production issues and improve service reliability.
. Ability to use operational data and trends to prioritize improvement work and communicate risks, progress, and outcomes to technical and business stakeholders.
. Strong people leadership, coaching, communication, decision making, and continuous improvement skills.
. Bachelor's degree in computer science, information technology, engineering, or a related field, or equivalent professional experience.
Competencies
. 8+ years of experience with Production Support
. 8+ years of experience with Production Support management
. 8+ years of experience with Incident Management
. 8+ years of experience with Problem Management
. 8+ years of experience with Change Management
. 8+ years of experience with Site Reliability Engineering
Other Information:
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 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 $116,200.00 $203,300.00.
#LI-SK8
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 Wellbeing programs
Skills: - Incident Management
- Production Support
