Applications Service Support Lead

Applications Service Support Lead

Vacancy expired!

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

#LI-RS2
#DICE

Insights you can act on

While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today - one of the world's largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI - where your ideas and actions make a difference.

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, political affiliation, genetic information, or any other legally protected status or characteristics.

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 USEmploymentCompliance@cgi.com . You will need to reference the requisition number 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 requisition number 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. 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 CGI's legal duty to furnish information.

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