IT Engineer IV - Incident Manager

CGI; Great Falls Crossing (VA); Hybrid; USD 74,000 - 147,000; Full time

Job summary

CGI is seeking an IT Engineer IV - Incident Manager to join their team, providing critical support in incident management for one of the largest leaders in the secondary mortgage industry. This role involves managing incidents in a fast-paced environment, collaborating with various teams, and ensuring timely resolution to minimize business impact. Candidates should possess strong technical skills, relevant certifications, and experience in managing complex incidents.

Benefits

Competitive compensation

Comprehensive insurance options

401(k) matching contributions

Paid time off

Learning opportunities

Qualifications

• 6+ years of related experience required.
• AWS Cloud Certification (above Cloud Practitioner) required.
• ITIL Certification required.

Responsibilities

• Manage incidents to resolution in a 24/7 environment.
• Lead resolution of high priority and complex incidents.
• Provide expert level incident management support.

Skills

Communication

Attention to detail

Multi-tasking

Problem-solving

Technical influence

Education

Bachelor's Degree or equivalent

Tools

AWS

ServiceNow

Splunk

PowerBI

Tableau

Job description

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Position Description

CGI has an immediate need for an IT Engineer IV - Incident Manager to join our team. This is an exciting opportunity to work in a fast-paced team environment supporting one of the largest leaders in the secondary mortgage industry. We take an innovative approach to supporting our client, working side-by-side in an agile environment using emerging technologies.

• This position is located at a client site in Reston, VA or Plano, TX. A hybrid working model is acceptable.
• We partner with 15 of the top 20 banks globally, and our top 10 banking clients have worked with us for an average of 26 years!
• We have over 92,000+ CGI Members in 40 countries and over 5k+ loyal Clients who are leveraging our end-to-end services across the globe.
  
  

Your future duties and responsibilities

In this incident management function, manage incidents to resolution in a 24/7/365 environment using the incident management processes, effectively guide incident and triage calls from a technical perspective, share technical details obtained from monitoring tools and dashboards to aid troubleshooting, outline details of resolution activities, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities and support various efforts related to operational improvements. Manage efforts to maintain application in production, including troubleshooting stoppages, repairing bugs, documenting application performance, and coordinating with technology infrastructure management.

• Provide expert level of incident management support for response, triage and impact mitigation of technology incidents. The team is the command center for all impacting incidents. The key objective of the team is prevent, contain and limit the duration of all production incidents to reduce the impact on the business deliverables. The incident management function is to manage incidents to resolution in a 24/7/365 environment using the incident management processes.
• Lead the resolution of high priority and complex incidents. Prioritize steps for quick recovery to minimize business impact to operations. This includes using all of the available tools to find the root cause and then drive a quick resolution, either permanent or workaround, to ensure the business is back to normal operations.
• Troubleshoot the incidents and identify root cause quickly using operations, wire data analytics, application performance management and event correlation monitoring tools.
• Act as primary point of contact to management and stakeholders during business impacting incidents.
• Partnering with the Correction of Errors team, drive the root cause analysis, lessons learned and implementation of enhancements for all ECC communicated incidents.
• Collaborate with other teams to enhance proactive monitoring and observability tools and processes
• Provide reporting and analysis on business impacting incident trends and impacts.
• Provide enhancement suggestions from those trends and present to management for prioritization and implementation. Lead the implementation of approved enhancements.
• Ensure appropriate functional and management escalation takes place as per the standards and procedures.
• Influence other technical teams on the calls and articulate troubleshooting steps effectively.
• Lead required technical follow-up calls for critical incidents.
• Provide recommendation on continuous improvement and lead the execution of the same
• Perform analysis of data, evaluating multiple application protocols including web, database, storage, and supporting infrastructure such as AWS, UNIX, DNS, LDAP, SSL, SMTP, and FTP.
• Influence other technical teams on the calls and articulate troubleshooting steps effectively.
• Lead required technical follow-up calls for critical incidents.
• Assist with documentation of Root Cause Analysis (RCA) or Correction of Errors (COE) and data quality for all ECC communicated incidents.
• Ensure appropriate functional and management escalation takes place as per the standards and procedures.
• Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
• Participate in on-call rotation. Ability to work on any shifts as needed including weekends and night shifts.
• Ability to report incident details and metrics to senior leadership.
  
  

Required Qualifications To Be Successful In This Role

• 6+ years of related experience
• Excellent communication skills (oral and written)
• Attention to detail
• Ability to multi-task
• Proficiency in running incident calls with up to 150 people.
• Proficiency with Microsoft Word, Excel and PowerPoint and presenting to senior management using data and information from these tools.
• Amazon Web Services (AWS) Cloud Certification (above Cloud Practitioner) required
• Information Technology Infrastructure Library (ITIL) Certification is required.
• Experience with performance engineering of AWS Cloud applications.
• Hands on experience with transaction level monitoring using Splunk and other transaction level dashboarding tools.
• Hands-on experience with ServiceNow is required.
• Ability to perform transaction level monitoring and troubleshooting in AWS cloud platform.
• Monitoring experience with tools like Extrahop, SolarWinds, and Catchpoint.
• Ability to analyze dashboards and reporting/monitoring tools to look at trends and patterns in application health and performance.
• Experience working with compliance, Audit, and other support organizations while participating in providing solutions in support of the business objectives.
• Ability to present findings to management and other teams from data analysis and make recommendations, design and implement fixes or improvements from the findings
• Proven experience with: a. Proficient in the use of the AWS console and CLI b. Advanced scripting and automation skills c. Strong problem-solving abilities d. System and data analysis using common tools (PowerBI, Tableau, Excel, etc.) e. Strong Structured Query Language (SQL) skills.
• Understanding of different IT Infrastructure components such as AWS, Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, VPN, Apache, web logic, LDAP, Active Directory, Exchange, Oracle/MS SQL databases, SAN, Virtualization, Email systems,
• Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least eight of the above is preferred.
• Proven methodical approach to problem identification, monitoring, problem solving and resolution.
• Aptitude to influence other technical teams on incident calls & articulate troubleshooting steps effectively.
• Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels.
• Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently.
  
  

Desired Skillset

• AWS Certified Solutions Architect – Associate Certification2. Experience with OpenTel, SignalFX
  
  

Education: Bachelor's Degree or equivalent required

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $74,600.00 - $146,900.00

Benefits: CGI’s benefits are offered to eligible professionals on their first day of employment to include:

• 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 programs
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [e-mail]. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

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