Senior Technical Incident Manager

About the role

CGI is seeking a dedicated Senior Technical Incident Manager to support enterprise production systems within a fast-paced financial services environment. This role is responsible for monitoring the health and availability of cloud-based applications, responding to production incidents, and working with cross-functional teams to restore services as quickly as possible. The position is located in Lafayette, Louisiana in a hybrid environment.

Responsibilities

• Monitor the health and availability of cloud-based applications
• Respond to production incidents and work with cross-functional teams to restore services
• 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
• Maintain reliable, highly available production systems in a 24x7 operational environment
• Communicate effectively with both technical and business stakeholders
• Document incidents and operational procedures using Jira and Confluence

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)
• Strong analytical and problem-solving skills with the ability to quickly identify production issues
• Excellent verbal and written communication skills
• Ability to work in a 24x7 support environment, including participation in an on-call rotation

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)
• Exposure to financial services or other highly available enterprise environments (a plus)
• Basic scripting experience with PowerShell or Python (beneficial)
• Familiarity with observability concepts and tools, including OpenTelemetry (a plus)

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

Pay

A reasonable estimate of the current range for this role in the U.S. is $63,700 to $156,700.