Service Delivery Lead – Cloud Operations (Incident/Problem Management)

Category: Infrastructure/Cloud

Main location: United States, Remote

Alternate Location(s): United States, Texas, Belton

United States, Alabama, Troy

United States, Alabama, Mobile

United States, Louisiana, Lafayette

United States, Wisconsin, Wausau

United States, Tennessee, Knoxville

United States, Virginia, Lebanon

Position ID: J1224-1898

Employment Type: Full Time

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Position Description:

We are seeking a Service Delivery Lead – Cloud Operations (Incident/Problem Management) to join our CGI team!

This is a full-time career opportunity to work on a highly visible transformation (Infrastructure services) projects for one of our long-standing government clients! This role applies deep technical expertise to the design, implementation, testing, and ongoing support of AWS services.

This position can be located remotely anywhere in the US; however, the preferred locations are one of our Onshore Delivery Centers: Troy, AL; Lafayette, LA; Wausau, WI; Knoxville, TN; Mobile, AL; Belton, TX; or Lebanon, VA. This role is to be completed in a hybrid capacity.

CGI anticipates accepting applications for this position through February 6, 2025.

How we’re transforming Government

We use technical expertise and secure solutions to help government reinvent the ways of working to improve citizen services and increase efficiency. Our work helps civil entities provide services transparently and with fewer resources.

Your future duties and responsibilities:

How you'll make an impact

As part of a project team, you will lead day-to-day Service Management activities for the Cloud Operations team including but not limited to Project, Request, Incident, Problem, and Change Management activities, including the management of document deliverables and supporting the relationship between CGI and the client.

The duties and responsibilities include, but are not limited to, the following:

Operations Project, Request, Incident, Problem, and Change Management activities:

• Leads cloud infrastructure implementation and maintenance projects

• Leads Operations Request, Incident, and Problem Management activities to ensure timely and effective delivery of service in compliance with Service Level Agreements (SLA) and contractual requirements

• Serves as internal and external escalation point for day-to-day Ops issues

• Shares Off-hours on-call Incident Manager Responsibilities and coordinates Major Incident Management activities both on and off-hours

• Supports Problem Management activities, leading technical team members in identifying Root Causes and Corrective Actions and ensuring they are properly captured in Incident and Problem Reports; ensures Corrective Actions are implemented

• Participates in internal change management meetings, ensuring new work is planned, documented, and communicated to/from other groups, including client

• Coordinates off-hours operations activities in support of major releases and system/service implementations

Leads Operations Service Level Management Activities:

• 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

Coordinates the development and maintenance of Operations documentation including the Operations Plan, Operations Manual and other contractual Deliverables:

• Works with clients to understand deliverable expectations; captures these in Deliverable Expectation Documents (DEDs)

• Works with Operations Project Manager to maintain deliverable schedules within Ops Schedule

• Assists Operations Deliverable owners with development of Deliverables and ensures internal peer reviews and client walk-throughs are completed

• Ensures deliverables meet CGI standards in terms of completeness of information and quality of writing

As needed, supports Project Management (e.g. schedule updates and reviews) and Risks and Issue Management activities for Operations.

Required qualifications to be successful in this role:

What you'll bring

• 5 years relevant business experience, managing one or more areas of infrastructure operations

• Experience managing cloud infrastructure implementation and operations

• Experience supporting external account / customer relationships

• Excellent written and verbal communication skills and an ability to listen actively

• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan

• Excellent presentation skills

• Excellent Analytical skills

DESIRED QUALIFICATIONS/NON-ESSENTIAL SKILLS:

• PMP/ITIL or similar project or service management certification

• Experience delivering managed/outsourced IT services

• Knowledge of Industry Sector (Social Services)

• Familiarity with Atlassian (Jira, Confluence, Bamboo, Bitbucket) and other DevOps tools

• Familiarity with AWS, Local and Wide area networking technologies, Unix operating systems, and middleware

• Experience supporting fast-paced development environments utilizing Agile, SDLC and/or other systems development methodologies

• Ability to communicate complex technical information to less technical staff (e.g. CGI management and client staff)

• Experience working in an outsourced/managed services environment with some client-facing responsibilities (e.g. technical discussions with the client)

“CGI 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 $99,200 - $173,500."

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 CGI Partners

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 child care, Pet insurance, a CGI Partner Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

CGI’s benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation

• Comprehensive insurance options

• Matching contributions through the 401(k) plan and the share purchase plan

• Paid time off for vacation, holidays, and sick time

• Paid parental leave

• Learning opportunities and tuition assistance

• Wellness and Well-being programs

For more detailed information about our benefits offerings visit Benefits | CGI Careers

Please note that the benefits listed above are subject to change based on the specific terms and conditions of the contract being supported.

#LI-RS2

Skills:

• Configuration Management

• Customer QoS/SLA Management

• Incident Management

• IT Service Management

• Problem Management

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 or responsibilities, reproductive health decisions, 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.