Enterprise Monitoring & Support Specialist IICategory: Service Desk / End User ServicesMain location: United States, Texas, PlanoPosition ID: J0225-1886Employment Type: Full TimePosition Description:CGI has an immediate need for an Enterprise Monitoring & Support Specialist II 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 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 globeCGI is looking for an experienced Enterprise Monitoring & Support Specialist II who will be responsible for managing incidents, ensuring application health and performance, and maintaining high levels of service quality. With a focus on collaboration and analysis, you will work closely with incident management teams to resolve issues promptly. The position demands strong technical skills, attention to detail, and the ability to work under strict service level agreements, making it ideal for individuals who thrive in fast-paced, dynamic environments. This is a 24x7 environment, so candidates must be flexible to work any shift on any day, potentially including holidays and weekends.Your future duties and responsibilities:This role is critical in ensuring the smooth operation of IT services within an organization. As a collaborator/analyst in incident management, the individual will be at the forefront of maintaining system integrity and availability. This involves a proactive approach to identifying and resolving incidents, requiring a deep understanding of the IT infrastructure and the ability to coordinate effectively with various teams. The role demands a high level of technical expertise to guide the resolution process, analyze data from monitoring tools, and communicate effectively with stakeholders. Additionally, the individual will contribute to continuous improvement by recommending process enhancements and participating in post-incident reviews to prevent future occurrences. This position is pivotal in minimizing downtime and maintaining optimal operational flow, thereby supporting the organization's overall performance and reliability.Required qualifications to be successful in this role:
Experience with basic incident management and event management.
Coordinating with Incident Managers and analysts to manage incidents.
Coordinate and perform shakeouts after large change control implementations
Monitoring group mailboxes and Microsoft Teams chats for incident management and event management
Managing and utilizing Microsoft Teams or WebEx conference lines for triage and follow-up calls.
Managing incident data using tools like SharePoint, Confluence, etc
Assigning Microsoft Teams or WebEx conference bridges and joining incident calls.
Coordinating technical resources during incident calls to expedite recovery and minimize impact on external and internal customers.
Paging resources and groups for incident triage calls using tools like xMatters, Everbridge, etc.
Managing helpline numbers and handling non-critical incident calls.
Ability to write clear and concise incident reports.
Experience managing large conference calls during incidents with diverse personnel and management levels.
Participation in Change Request implementations for planned maintenance or upgrade events.
Technical Skills and Tools
3+ years' experience in the IT industry with hands-on experience in AWS, ServiceNow, Catchpoint, Dynatrace, Solarwinds, Splunk, and other observability tools.
AWS Cloud Practitioner Certified (minimum)
Experience with ticketing systems such as ServiceNow and JIRA.
Experience supporting and troubleshooting production outages including Unix, Linux, and various databases.
Experience doing data analytics using common tools such as excel, PowerBI, Tableau, etc.
Knowledge of cloud platforms such as AWS, Azure, and Google Cloud.
Functional and Soft Skills
Experience in effectively communicating with all levels of management and presenting technical issues
Demonstrates high stress tolerance, strong time management, and organizational skills.
Strong relationship management abilities and the capacity to multitask under high-pressure situations.
Capable of navigating through conflicts, showcasing strong interpersonal skills and conflict resolution strategies.
Proven methodical approach to problem identification, monitoring, and resolution.
Ability to analyze data from dashboards and monitoring tools, identifying trends and patterns.
Ability to work shifts on nights, weekends, and holidays to support incident calls.
Desired Skillset Information Technology Infrastructure Library (ITIL) Foundation Certification is desired. Basic Structured Query Language (SQL) experience will be a plus. Education: Associate degree. Bachelor’s degree can be substituted for the 1 year of IT support or call center experience. One (1) year experience in IT support or call center support may be substituted for the Associates Degree#LI-USCSGCGI 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 $53,100.0 - $130,600.00BenefitsCGI’s benefits are offered to eligible professionals on their first day of employment to include:Competitive compensationComprehensive insurance optionsMatching contributions through the 401(k) plan and the share purchase planPaid time off for vacation, holidays, and sick timePaid parental leaveLearning opportunities and tuition assistanceWellness and Well-being programsSkills:
Confluence
Java
Linux
ServiceNow
Terraform
Unix
What you can expect from us: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.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 USEmploymentCompliance@cgi.com . 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.We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.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.
Full-time