Production Support - Senior Software Engineer

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world.

With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions.

CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results.

CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB).

Learn more at cgi.com.

Shift: 6 am – 2 pm / 1 pm – 10 pm

Main location: India, Telangana, Hyderabad / India, Karnataka, Bengaluru

Education Qualification: Bachelor’s degree in computer science or related field.

Position Description: We are looking for an experienced Production Support Senior Lead to join our team.

This position requires who can work with a team of analysts and engineers on code triage and analysis, and quick fixes for issues.

The focus of the work is to identify and rectify any technical and functional challenges in the Packaged Capabilities Space and its underlying applications, Infrastructure or external SaaS Products that support them.

This role requires a highly technical and motivated individual capable of interacting with stakeholders and engineering teams and is responsible for post-implementation support changes that go into production.

In this role, an individual will proactively monitor production tickets, trend analysis, identify areas of improvement and improve operational expenses.

#LI-AS26

Your future duties and responsibilities

• Eyes on the glass 24x7 monitoring, react to any alerts, be able to analyze and tweak Dynatrace alerts, basic Splunk querying, Tealeaf research, impersonation/harness, isolate issues and handle/engage Support calls.
• Work on any escalated issues, facilitate and lead discussions with multiple teams.
• Create/develop/utilize application monitoring solutions to enhance application availability and performance in production
• Conduct root-cause analysis as and when needed and propose a corrective action plan.
• Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement)
• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
• Ensure on-time delivery of all assigned tasks – incidents, problem tickets, etc.
• Adhere to the defined support delivery process/guidelines like Problem
• Develop/propose innovative approaches on process improvements & automation possibilities

Required qualifications to be successful in this role

• Strong Experience with Application Monitoring Tools (Splunk, Cloudwatch, Dynatrace etc)
• Experience in scripting languages such as JavaScript, Typescript, Ruby, or Python
• Web application development experience with compiled languages such as Java, Groovy, C#, or Go
• Strong analytical and problem solving skills, ability to handle multiple issues at the same time
• Experience with cloud infrastructure (AWS, Google App Engine, or Heroku)
• Experience in analyzing RESTful, SOAP web services
• Strong experience with enterprise level N-tier web applications
• Experience in writing native SQL queries
• Relational Database - experience using Oracle, MySQL/MariaDB, Postgres, or SQLServer

• Experience with building dashboards.
• Exposure to AWS
• Healthcare experience including Disease Management

CGI is an equal opportunity employer.

In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation.

Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.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.

That same commitment to fairness extends to how we use technology.

To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement.

All hiring decisions remain entirely in the hands of our recruitment professionals.

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