Senior Technical Incident Manager
CGI is seeking a dedicated Technical Incident Manager to solve important business and technical problems as a full-time consultant serving local, enterprise clients in a hybrid environment based in Dallas, Texas.
About the role
As a Senior Technical Incident Manager, you will support enterprise production systems within a fast-paced financial services environment. This role involves monitoring the health and availability of cloud-based applications, responding to production incidents, and collaborating with cross-functional teams to restore services quickly. You will troubleshoot infrastructure and application issues, analyze monitoring data, participate in incident response, and contribute to root cause analysis and continuous operational improvements.
Responsibilities
- Monitor the health and availability of cloud-based applications in a 24x7 operational environment.
- Respond to production incidents and work with cross-functional teams to restore services as quickly as possible.
- Troubleshoot infrastructure and application issues across AWS environments.
- Analyze monitoring data using tools such as Splunk, Dynatrace, CloudWatch, or SolarWinds.
- Participate in incident response activities and contribute to root cause analysis.
- Document incidents and operational procedures using Jira and Confluence.
- Maintain reliable, highly available production systems in collaboration with technical and business stakeholders.
- Participate in an on-call rotation.
Requirements
- 5+ years of experience supporting enterprise production environments or IT operations.
- Deep knowledge of and hands-on experience with multiple aspects of Amazon Web Services (AWS), including services such as EC2, CloudWatch, CloudTrail, Route53, S3, ELB, Lambda, ECS, or RDS.
- Experience monitoring production applications using tools such as Splunk, Dynatrace, CloudWatch, SolarWinds, or similar platforms.
- Familiarity with Major Incident Management or Production Support processes.
- Ability to troubleshoot infrastructure and application issues across AWS environments.
- Working knowledge of Linux/Unix and Windows server administration.
- Experience using ServiceNow for Incident, Problem, and Change Management.
- Understanding of networking fundamentals including DNS, Load Balancers, SSL, VPNs, and firewalls.
- Basic knowledge of Infrastructure as Code tools such as Terraform or CloudFormation (preferred).
- Basic scripting experience with PowerShell or Python (beneficial).
- Strong analytical and problem-solving skills with the ability to quickly identify production issues.
- Excellent verbal and written communication skills with the ability to collaborate across multiple technical teams.
Qualifications
- AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate certification (preferred).
- ITIL Foundation certification (a plus).
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
- Familiarity with observability concepts and tools, including OpenTelemetry (a plus).
- Exposure to financial services or other highly available enterprise environments (a plus).
Pay
A reasonable estimate of the current compensation range for this role in the U.S. is $63,700 to $156,700.
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 program.
About CGI
At CGI, you’ll work as part of a team of dedicated professionals, solving important business and technical problems for enterprise clients. As an owner from day one, you’ll shape the company’s strategy and direction while benefiting from global capabilities and expansive industry expertise. CGI fosters personal and professional growth, values your ideas, and provides opportunities to deepen your skills and broaden your horizons.