Sr. Support Analyst / Lead L3
CGI · Mumbai Metropolitan Region
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- On site
- Full-time
- $90,000 / year
- Mumbai Metropolitan Region
Job highlights
- Support multi-tier infrastructures using DevOps/Cloud.
- Manage incidents, changes, and problems using ITIL.
- Utilize ticketing tools like JIRA or ServiceNow.
- Collaborate with global teams and stakeholders.
- Develop solutions and shape your career.
About the role
Sr. Support Analyst / Lead L3
Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.
Job Title: Sr. Support Analyst / Lead L3
Position: Sr. Support Analyst / Lead L3
Experience: 5 – 7 Years
Category: IT Infrastructure
Main location: Mumbai
Position ID: J0226-1434
Employment Type: Full Time
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description:
Responsibilities
- Direct Responsibilities:
- Exposure to basic Unix, SQL and any programming language like Python is required.
- Good knowledge of Incident, Change, and Problem Management and ITIL processes.
- Good communication skills.
- Experience with supporting multi-tier infrastructures using DevOps or Cloud technology is an added advantage.
- Good knowledge of monitoring tools like Dynatrace, Autosys.
- Good knowledge of ticketing tools like JIRA, or ServiceNow.
- To work through the backlog of tasks as appropriate.
- To be aware of the business domain the application is being created for.
- To participate in out-of-hours / daytime support as required.
- Contributing Responsibilities:
- Understand and remain fully aware of the business processes automated on the production platform. Sound knowledge of the application and related platform is required.
- Ensure requests from business users, including technical and functional queries, are answered without delay with qualified inputs.
- Participate in Resiliency events (Disaster Recovery, Sustained Resiliency, etc.) to ensure Business Continuity objectives were met.
- Maintain effective relationships with core and extended program team members, peers, senior stakeholders, and business managers.
Technical Competencies
- Language & Technologies: SQL, Python
- OS: Linux, Windows
- Database: SQL, Oracle/Postgres
- Tools: Bitbucket, Jenkins, Autosys
Nice to have Skills:
- Knowledge/experience on Dynatrace, Actimize
CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
Life at CGI:
It 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.
Your future duties and responsibilities
Required Qualifications To Be Successful In This Role
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.
Key skills/competency
- Senior Support Analyst
- L3 Support
- IT Infrastructure
- Unix
- SQL
- Python
- ITIL
- DevOps
- Cloud Technology
- JIRA/ServiceNow
Skills & topics
- Sr. Support Analyst
- Lead L3
- IT Infrastructure
- Unix
- SQL
- Python
- ITIL
- DevOps
- Cloud Technology
- JIRA
- ServiceNow
- Dynatrace
- Autosys
- Change Management
- Incident Management
- Problem Management
How to get hired
- Tailor your resume: Highlight your 5-7 years of experience in IT infrastructure, L3 support, and relevant technologies like Unix, SQL, and Python.
- Showcase ITIL proficiency: Emphasize your understanding of incident, change, and problem management processes.
- Demonstrate tool expertise: List experience with monitoring tools (Dynatrace, Autosys) and ticketing systems (JIRA, ServiceNow).
- Highlight communication skills: Prepare to discuss your ability to interact with technical teams and business users.
- Emphasize continuous learning: Mention any experience with DevOps, Cloud technologies, or specific business domains.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the primary responsibilities of a Sr. Support Analyst L3 at CGI?
- The primary responsibilities for a Sr. Support Analyst L3 at CGI include providing Level 3 support for multi-tier infrastructures, managing incidents, changes, and problems according to ITIL processes, and utilizing tools like JIRA, ServiceNow, Dynatrace, and Autosys. You will also need to be aware of the business domain and participate in out-of-hours support.
- What technical skills are essential for the Sr. Support Analyst L3 role at CGI?
- Essential technical skills for this role include proficiency in Unix, SQL, and a programming language like Python. Experience with monitoring tools such as Dynatrace and Autosys, and ticketing tools like JIRA or ServiceNow is also crucial. Familiarity with DevOps or Cloud technology is a plus.
- Does CGI offer opportunities for career growth for a Sr. Support Analyst L3?
- Yes, CGI emphasizes career growth and development. As a 'CGI Partner,' you'll have opportunities to deepen your skills, broaden your horizons, and shape your career within a company built to grow and last, supported by leaders who care about your well-being.
- What is the importance of ITIL processes in this Sr. Support Analyst L3 position?
- ITIL processes are fundamental to this role. A good knowledge of Incident, Change, and Problem Management within the ITIL framework is required to ensure efficient and effective IT service delivery and support for CGI's clients.
- What kind of experience is required for the Sr. Support Analyst L3 role?
- The role requires 5-7 years of relevant experience in IT Infrastructure support. A Bachelor's degree in Computer Science or a related field is also necessary, with a minimum of 3 years of relevant experience.
- How does CGI foster a sense of 'ownership' among its employees?
- CGI fosters ownership by calling employees 'CGI Partners' and inviting them to be owners from day one. This means benefiting from collective success and actively shaping the company's strategy and direction, creating a collaborative and impactful work environment.