AWS Production Support Engineer **

CGI is seeking an AWS Production Support Engineer to provide monitoring, incident response, and operational support for a large scale AWS production environment within the financial services industry. This role is responsible for identifying production issues quickly, performing initial technical triage, executing documented recovery procedures, and engaging the appropriate engineering teams when deeper investigation is required. The engineer will monitor dashboards, alerts, application health, infrastructure, scheduled workloads, and ServiceNow queues. The role uses Splunk, OpenTelemetry, and Amazon CloudWatch to review logs and metrics, identify potential failure points, and support incident investigation. Candidates should be comfortable working independently and taking ownership of initial triage during overnight production incidents. This is primarily an operations and production support role, not a software development or advanced Splunk engineering position. The successful candidate will have enough technical depth across AWS and observability tools to investigate issues, follow runbooks, execute approved recovery actions, and escalate effectively.

This position is required in one of the following locations: Lafayette, LA, Knoxville, TN, Columbia, SC, Birmingham, AL

Responsibilities

• Provide monitoring and production support for AWS hosted applications and infrastructure.
• Monitor dashboards, alerts, application health, infrastructure performance, scheduled workloads, and operational queues.
• Respond to production incidents and independently initiate technical triage.
• Review Splunk logs, dashboards, indexes, and basic SPL queries to identify potential issues.
• Use OpenTelemetry and Amazon CloudWatch logs and metrics during incident investigation.
• Troubleshoot application outages, system degradation, failed jobs, message processing issues, and infrastructure alerts.
• Execute documented recovery procedures, including message or transaction replay when required.
• Manage and update ServiceNow incidents and coordinate with the appropriate support and engineering teams.
• Follow established runbooks, Confluence documentation, and knowledge articles to resolve known issues.
• Escalate unresolved or complex issues to the appropriate application, infrastructure, database, security, or engineering team.
• Execute approved GitLab/Terraform deployment steps and predefined production changes.
• Support deployments, platform upgrades, disaster recovery, vulnerability remediation, and patching activities.
• Maintain clear documentation, incident updates, shift handoffs, and knowledge articles.
• Work independently during assigned night shift coverage while maintaining appropriate communication and escalation.

Required Qualifications

• 5+ years of hands on AWS production support experience supporting cloud hosted applications and infrastructure.
• Strong incident triage and troubleshooting skills, including responding to alerts, reviewing logs, identifying probable causes, following runbooks, and escalating appropriately.
• Working knowledge of Splunk, including basic SPL queries, dashboards, indexes, and log investigation.
• Familiarity with Amazon CloudWatch and OpenTelemetry for reviewing production logs, metrics, and alerts.
• Experience supporting 24x7 production environments and the ability to work independently during overnight incidents.
• Experience with ServiceNow or a comparable incident/ticket management platform.
• Ability to follow documented recovery procedures, including message replay or similar operational recovery actions.
• Working knowledge of AWS infrastructure, applications, databases, storage, identity, and monitoring concepts.
• Familiarity with GitLab, Terraform, and CI/CD processes for executing or monitoring approved production changes.
• Ability to troubleshoot failed jobs, system degradation, service outages, scheduling failures, access issues, and deployment problems.
• Strong ownership, urgency, communication, and escalation skills.
• Ability to learn independently from runbooks, Confluence pages, and knowledge articles rather than relying solely on step by step direction.

Desired Skillset

• Redwood, Apache Airflow, AutoSys, database platforms, vulnerability remediation, GitLab/Terraform, and AWS certification.

Educational Requirements

Bachelor's degree in Computer Science, Information Systems, or a related field.

Pay

A reasonable estimate of the current range for this role in the U.S. is $62,900.00 – $123,200.00. 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.

Benefits

• 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