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 Columbia, South Carolina.

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.
• Maintain reliable, highly available production systems in collaboration with technical and business stakeholders.
• Document incidents and operational procedures using Jira and Confluence.
• 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.
• 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 is preferred.
• 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

• Exposure to financial services or other highly available enterprise environments is a plus.
• Basic scripting experience with PowerShell or Python is beneficial.
• AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate certification is preferred.
• ITIL Foundation certification is 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, is 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

CGI is a premier consulting firm that inspires personal and professional growth. As a CGI Partner, you will have the opportunity to shape the company’s strategy and direction, benefit from collective success, and access global capabilities to scale your ideas. CGI values ownership, teamwork, respect, and belonging, offering a supportive environment to reach your full potential.