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Applications Service Support Lead
Position Description
CGI is seeking an Applications Service Support Lead to join our team!
You will be joining a dynamic and fast-paced team implementing mission critical systems.
If you are an Applications Service Support Lead with experience working on enterprise-scale, multi-tiered, multi-platform, integrated systems; excellent problem-solving skills; a strong work ethic that takes full ownership of the team's workload; being very responsive to requests for assistance; and the ability to effectively work with other teams, then this might be the role for you.
As a member of the Project's Production Operations team, the Operations Level 2 Service Desk Lead leads a team of Level 2 service desk analysts on day-to-day activities including but not limited to resolving escalated, end-user support requests, processing service requests, monitoring performance and system events, and handling incident and problem management.
Moreover, since new systems are being implemented, the Service Support Lead works with Development, Business Implementation, Technical, and Architecture teams to develop new and improve existing service support procedures.
Your future duties and responsibilities
The duties and responsibilities of the Applications Service Support Lead include, but are not limited to, the following:
Service Operations Team activities:
• Manages, supports, and mentors a team of Level 2 Service Desk analysts and plans team work shifts to provide appropriate and essential coverage
• Develops Service Support Procedures and enforces team's adherence to those procedures
• Works with the Development and Business Implementation teams to learn the technical and functional aspects of new services prior to being released into production
• Works with the Technical and Architecture teams to design and implement Monitoring and Event Management
• Shares off-hours on-call Incident Management responsibilities with the Service Operations Manager and coordinates Major Incident Management activities both on- and off-hours
• Coordinates Problem Management activities, ensuring Root Causes and Resolutions (Corrective Actions and Workarounds) are properly captured in Incident and Problem Reports; ensures Corrective Actions are implemented
• Closely monitors Operations Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identifying and analyzing gaps to produce plans of action for ensuring compliance with contractual requirements
Contractual Deliverables activities:
• Works with Operations Discipline Manager to maintain deliverable schedules within the Ops schedule
• Assists the Operations Discipline Manager in the development of the Service Support Management Plan and the Release Management Plan deliverables
• Ensures deliverables meet CGI standards in terms of completeness of information and quality of writing
Required qualifications to be successful in this role
• 3 - 5 years relevant business experience in managing Service Support / Service Desk
• Excellent team leadership skills
• Excellent verbal and written communication skills
• Excellent analytical skills; ability to understand & analyze an issue or problem to develop & implement a corrective action plan
Desired qualifications/non-essential skills required
Experience in CA Service Desk and AppDynamics
Minimum Education Required: Bachelor's Degree
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