Senior Support Analyst L3

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