Level 2 | 4- 6 YRS
* Establishing & Issuing Customer & CGI communications
* Communicate status and act as the central communication point
* Interlock with the technical teams for incident resolution
* Ability to get the right support team based on the incident
* Perform escalation to ensure quick resolution of the incident
* Engagement of Third Parties
* Drive innovative and 'out of the box' thinking within the technical teams
* Input into Major Incident Review
* Input into Major Incident Report
* Briefing the relevant parties
Problem Management
* Establishing & Issuing Customer & CGI communications
* Communicate status and act as the central communication point
* Interlock with the technical teams for problem resolution
* Ability to get the right support team based on the incident
* Perform escalation to ensure quick resolution of the problem
* Engagement of Third Parties
* Drive innovative and 'out of the box' thinking within the technical teams
*Drive RCA determination within the shortest possible time or as per client contract
* Track open preventative actions to drive permanent closure of the tickets.
Change Management
* Establishing & Issuing Customer & CGI communications
* Communicate status and act as the central communication point
* Interlock with the technical teams for Change implementation
* Ability to get the right support team based on the change request
* Track changes to closure and documenting any failed change via post implementation reviews
*Conduct post implementation reviews for failed changes
*Conduct Change management meetings / CAB / ECABs
*maintain change calendars and ensure we do not have conflicting changes on the same CI at the same time
*communicate the impact of the change to all relevant teams to avoid unnecessary incidents
* Engagement of Third Parties
Mandatory Skills:-
* Strong leadership skills on client meetings and calls
* Customer facing experience
* ITIL educated (minimum of foundation - either v3 or v4)
* Solid understanding of the incident, problem & change management process
* Broad understanding of technologies
* Experience in IPC ticketing and smart reporting tools.
* Awareness of SLAs, KPIs and KRAs
• Overall IPC knowledge Administration
• Drive support teams during incident triage; troubleshooting and recovery steps
• Knowledge of multiple RCA techniques.
• Knowledge of end to end ITIL change management practice.
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.