Enterprise Monitoring & Support Specialist ICategory: Service Desk / End User ServicesMain location: United States, Virginia, RestonAlternate Location(s): United States, Alabama, TroyUnited States, South Carolina, ColumbiaPosition ID: J1024-2029Employment Type: Full TimeU.S. - What we do matters (https://youtu.be/lDvtHf2zJRQ)By playing this video you consent to Google/YouTube processing your data and using cookies –Learn more (xweb.asp?clid=21001&page=cookiespolicy#integrationofyoutube) .Position Description:CGI has an immediate need for an Enterprise Monitoring & Support Specialist I to join our team. While this position must be located within a commutable distance to a CGI office, a hybrid working model is acceptable. This is an exciting opportunity to work in a fast-paced team environment supporting one of the largest leaders in the secondary mortgage industry. We take an innovative approach to supporting our client, working side-by-side in an agile environment using emerging technologies. We partner with 15 of the top 20 banks globally, and our top 10 banking clients have worked with us for an average of 26 years! We have over 92,000+ CGI Partners in 40 countries and over 5k+ loyal Clients who are leveraging our end-to-end services across the globeDescriptionCGI is looking for an experienced Enterprise Monitoring & Support Specialist II who will be responsible for managing incidents, ensuring application health and performance, and maintaining high levels of service quality. With a focus on collaboration and analysis, you will work closely with incident management teams to resolve issues promptly. The position demands strong technical skills, attention to detail, and the ability to work under strict service level agreements, making it ideal for individuals who thrive in fast-paced, dynamic environments. This is a 24x7 environment, so candidates must be flexible to work any shift on any day, potentially including holidays and weekends.Your future duties and responsibilities:This role is critical in ensuring the smooth operation of IT services within an organization. As a collaborator/analyst in incident management, the individual will be at the forefront of maintaining system integrity and availability. This involves a proactive approach to identifying and resolving incidents, requiring a deep understanding of the IT infrastructure and the ability to coordinate effectively with various teams. The role demands a high level of technical expertise to guide the resolution process, analyze data from monitoring tools, and communicate effectively with stakeholders. Additionally, the individual will contribute to continuous improvement by recommending process enhancements and participating in post-incident reviews to prevent future occurrences. This position is pivotal in minimizing downtime and maintaining optimal operational flow, thereby supporting the organization's overall performance and reliability.Required qualifications to be successful in this role:Incident Management and Coordination
Experience with basic Incident Management and Incident Escalation processes.
Coordinating with Command Center Incident Managers and Analysts to manage incidents.
Monitoring Command Center mailbox and MS-Teams Chats for incident management.
Managing and utilizing MS-Teams and WebEx conference lines for triage and follow-up calls.
Assigning MS-Teams/WebEx conference bridges and joining incident calls.
Coordinating technical resources during incident calls to expedite recovery and minimize impact on external and internal customers.
Paging resources and groups for incident triage calls using tools like xMatters, Everbridge, etc.
Managing helpline numbers and handling non-critical incident calls.
Willingness to work in shifts, weekends, and holidays to support incident calls.
Ability to write clear and concise incident reports.
Experience managing large conference calls during incidents with diverse personnel and management levels.
Participation in Change Request implementations for planned maintenance or upgrade events.
Technical Skills and Tools
3+ years' experience in the IT industry with hands-on experience in AWS, ServiceNow, Catchpoint, Dynatrace, and other observability tools.
Experience with ticketing systems such as MyServices and JIRA.
Proficiency in managing IT infrastructure components, including Unix/Linux Servers, Wintel Servers, AWS, and network systems.
Hands-on experience with technologies such as firewalls, routers, load balancers, VPN, Apache, WebLogic, LDAP, Active Directory, Exchange, Oracle/MS SQL databases, SAN, Virtualization, Email systems, and enterprise monitoring.
Experience managing and troubleshooting Middleware products in UNIX and Linux environments, with knowledge of Service-Oriented Architecture (SOA) and Java.
Familiarity with infrastructure as code tools like CloudFormation or Terraform.
Knowledge of cloud platforms such as Azure or Google Cloud.
Analytical and Problem-Solving Skills
Proven methodical approach to problem identification, monitoring, and resolution.
Skilled in analyzing data from dashboards and monitoring tools, identifying trends and patterns.
Ability to dissect and analyze infrastructure and application environments during incident triage.
Communication and Interpersonal Skills
Experience in effectively communicating with all levels of management and presenting technical issues in layman's terms.
Demonstrates high stress tolerance, strong time management, and organizational skills.
Strong relationship management abilities and the capacity to multitask under high-pressure situations.
Capable of navigating through conflicts, showcasing strong interpersonal skills and conflict resolution strategies.
Industry-Specific Experience
Previous experience in the financial industry or FinOps is advantageous.
Desired Skillset
Experience in infrastructure and application monitoring using tools e.g. Catchpoint, Dynatrace, Solarwinds, Splunk etc.
Understanding of Unix, Linux and databases
Understanding of AWS Cloud infrastructure and applications
Experience with monitoring Cloud applications on AWS, Azure or Google Cloud
AWS certified
Education:Bachelor's degree in computer science or related field#LI-LB3#DICECGI 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 $53,100.00 - $130,600.00.At CGI we call our professionals “CGI Partners” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include: Competitive base salaries Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category 401(k) Plan and Profit Participation for eligible members Generous holidays, vacation, and sick leave plans Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment. Back-up childcare, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more.Skills:
Java
Linux
Oracle
ServiceNow
SQL
Terraform
Unix
What you can expect from us: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.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, height, weight, 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 Position ID 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 Position ID will not be returned.We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.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. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. 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.
