38 applicants

Company

CGI · 5 hours ago

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

USA

Full-time

Remote

Senior Level, Lead/Staff

$99K/yr - $174K/yr

5+ years exp

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AnalyticsApplication Performance Management

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No H1B

Security Clearance Required

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Responsibilities

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

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.

Qualification

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Cloud infrastructure managementIncident ManagementProblem ManagementService Level ManagementAWSProject ManagementITIL certificationAgile methodologyAtlassian toolsUnix operating systemsMiddleware

Required

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

Preferred

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)

Benefits

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

Paid parental leave

Learning opportunities and tuition assistance

Wellness and Well-being programs