Senior Technical Incident Manager
About the role
CGI is seeking a dedicated Senior Technical Incident Manager to join our team in Knoxville, Tennessee, in a hybrid environment. You will solve important business and technical problems as a full-time consultant serving local, enterprise clients, focusing on monitoring the health and availability of cloud-based applications, responding to production incidents, and working with cross-functional teams to restore services quickly.
This role requires hands-on experience with AWS, enterprise monitoring tools, and IT service management processes. The ideal candidate is comfortable working in a 24x7 operational environment, communicating effectively with both technical and business stakeholders, and helping maintain reliable, highly available production systems.
Responsibilities
- Monitor the health and availability of cloud-based applications in a fast-paced financial services 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 and participate in incident response activities.
- Contribute to root cause analysis and continuous operational improvements.
- Document incidents and operational procedures using Jira and Confluence.
- Participate in an on-call rotation for 24x7 support.
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 (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 be part of a team of dedicated professionals and make an impact with both internal and client partners. CGI is a premier consulting firm that inspires personal and professional growth and values your ideas. As an owner from day one, you’ll benefit from collective success and actively shape the company’s strategy and direction. CGI offers opportunities to develop innovative solutions, build relationships, and access global capabilities to scale your ideas.