• Manage incidents and requests within agreed SLAs.
• Serve as the direct point of contact for tier 1 and tier 1.5 issues.
• Create and update documentation in the knowledge base.
• Ensure a 90% metric for knowledge usage.
• Coordinate production outages effectively.
• Allocate tickets among team members or reassign them to appropriate teams as needed.
• Provide metric reports to stakeholders for incident, request, and change management.
• Handle audit requests related to access permissions, user groups, and business roles.
• Perform post-go-live and outage checks following maintenance work or major incidents.
• Assist with application testing when required (e.g., system migrations or updates).
• Escalate unresolved issues to the appropriate support manager.
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.