Incident Manager

Senior Technical Incident ManagerDo you want to take your career to the next level? CGI is looking for dedicated Technical Incident Managers with a passion for solving business problems to join our team. At CGI, you will solve important business and technical problems as a full-time consultant serving local, enterprise clients. You'll be part of a team of dedicated people like yourself and make an impact with both internal and client partners. Consider joining CGI, a premier consulting firm that inspires personal and professional growth and values your ideas.This position is located in Lafayette, Louisiana in a hybrid environment.Your future duties and responsibilities:CGI is seeking an Senior Technical Incident Manager to support enterprise production systems within a fast-paced financial services environment. This role is responsible for monitoring the health and availability of cloud-based applications, responding to production incidents, and working with cross-functional teams to restore services as quickly as possible.The successful candidate will help troubleshoot infrastructure and application issues, analyze monitoring data, participate in incident response activities, and contribute to root cause analysis and continuous operational improvements. This position requires hands-on experience with AWS, enterprise monitoring tools, and IT service management processes. The ideal candidate is comfortable working in a 24x7 operational environment, communicating effectively with both technical and business stakeholders, and helping maintain reliable, highly available production systems.Required qualifications to be successful in this role:5+ years of experience supporting enterprise production environments or IT operationsDeep knowledge of and hands-on experience with multiple aspects of Amazon Web Services (AWS), including AWS services such as EC2, CloudWatch, CloudTrail, Route53, S3, ELB, Lambda, ECS, or RDSExperience monitoring production applications using tools such as Splunk, Dynatrace, CloudWatch, SolarWinds, or similar platformsFamiliarity with Major Incident Management or Production Support processesAbility to troubleshoot infrastructure and application issues across AWS environmentsWorking knowledge of Linux/Unix and Windows server administrationExperience using ServiceNow for Incident, Problem, and Change ManagementFamiliarity with observability concepts and tools, including OpenTelemetry, is a plusUnderstanding of networking fundamentals including DNS, Load Balancers, SSL, VPNs, and firewallsExperience documenting incidents and operational procedures using Jira and ConfluenceBasic knowledge of Infrastructure as Code tools such as Terraform or CloudFormation is preferredStrong analytical and problem-solving skills with the ability to quickly identify production issuesExcellent verbal and written communication skills with the ability to collaborate across multiple technical teamsAbility to work in a 24x7 support environment, including participation in an on-call rotationExposure to financial services or other highly available enterprise environments is a plusBasic scripting experience with PowerShell or Python is beneficialDesired skills:AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate certification is preferredITIL Foundation certification is a plusBachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience)