Senior Technical Incident Manager

About the role

CGI is seeking a 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 Knoxville, Tennessee 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)

Pay

A reasonable estimate of the current 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 solve important business and technical problems as a full-time consultant serving local, enterprise clients. 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. Your work creates value, developing innovative solutions and building relationships while accessing global capabilities.