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CGI USA - Best version of mePosition Description: Working as a Managed Services Technical Analyst to play an instrumental role in CGI All Payments solution managed services in a MS Azure / Amazon AWS architecture environment.Individual will manage various day-to-day client technical services requests, application troubleshooting, and overall technical/operational management of the CGI solution. Slight requirement and development activities may be performed with the goal of timely service request resolution and maintaining the daily operations/administration of the CGI All Payment solution. This role can be located anywhere in the U.S., must be willing to work Eastern Standard or Central Standard time hours. Your future duties and responsibilities:• Proactively monitor, support and troubleshoot CGI All Payments application regarding its system health and operation with respect to resolving managed service requests and supporting production matters per the Managed Services Operational Framework• Promptly and professionally answer incoming calls / emails, determine the callers' needs, answer general inquiries and / or gather appropriate information to support timely resolution of the request• Accurately document the call, and if applicable, initiate and follow the appropriate workflow when the issue is not immediately resolved and/or escalation to• Stay informed of system status and other technical dependencies that may affect the applications front-end or back-end user experience.• Work with client and client assigned personnel in the resolution of functional request while providing the resolution according to agreed upon service levels• Support user and system administration as needed to maintain an healthy and functional CGI All Payments solution• The person should have very good experience regards to reviewing and analyzing server, middleware, application logs, managing/changing cloud architecture configuration and this work will also include working closely with the development team with regards to managing software quality• The person should be familiar with supporting customer facing three tier applications and have the ability to resolve service request while working with third party technical product teams• The individual should also be experienced using system monitoring tools such as Microsoft Operations Manager, Prometheus, Oracle Enterprise Manager, Wily, or Splunk to analyze, manage, and report on system health and security center services• Work may require flexible work periods to address application and client needsRequired qualifications to be successful in this role:• Bachelor's Degree• The individual should have 3-5+ years of relevant work experience (managed services, application support, application administration, Help Desk) preferred• The individual should also be familiar with MS Office applications (Excel, Word, PowerPoint, Visio, and Project) with regards to documenting maintenance plans, reports, and / or procedures.• The person should have relevant background and experience in managed services• The person should be a team player, be able to work independently, be highly motivated and possess good communications skills with regards to interacting with various cross-functional team members and in writing maintenance support documents• Excellent interpersonal skills including the ability to work with diverse personality types and understand functional and technical issues. 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 and training; and licensure and certifications. 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 is $59,000-$130,200. At CGI we call our professionals members to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGIs benefits include:• Competitive base salaries• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category• 401(k) Plan and Profit Participation for eligible members• Generous holidays, vacation, and sick leave plans• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more. #LI-TM2#DiceSkills:- Cloud Computing
- Help Desk/IT Services