Senior Operations Analyst (SRE)

Senior Operations Analyst (SRE)

CGI's Advantage Cloud Operations is an SRE-driven operating model, anchored on an Operations Control Plane that unifies telemetry, event management, automation, and IT Service Management (ITSM). The Senior Operations Analyst is a senior Site Reliability Engineering (SRE) practitioner responsible for driving reliability engineering, problem management, and runbook automation across customer environments. This role also mentors the operations team in adopting proactive, data-driven operational practices while improving platform reliability, operational efficiency, and service quality. This position can be performed from any CGI U.S. CSG office, with a preference for Lafayette, LA.

Your Future Duties And Responsibilities:

Reliability Engineering & Operations Leadership

• Serve as a senior SRE within the Cloud Operations team supporting the CGI Advantage platform.
• Own end-to-end reliability outcomes, including reducing MTTD and MTTR, minimizing escalations, and improving release safety.
• Lead incident response, Root Cause Analysis (RCA), and Problem Management activities.
• Design and implement automation and self-healing workflows with appropriate guardrails, approvals, and rollback capabilities.
• Act as the technical lead for the Operations technology stack and drive platform adoption.
• Mentor Operations Analysts while establishing operational standards, taxonomy, and Service Level Objective (SLO) discipline.

Observability & Incident Response

• Drive distributed tracing adoption using OpenTelemetry with trace-to-log and metric correlation for priority services.
• Define SLO-aligned alerting strategies and optimize deduplication, suppression, and event correlation to reduce alert noise.
• Lead Sev 1 and Sev 2 incident bridges while ensuring evidence-based RCAs and corrective actions are completed.
• Standardize dashboards and observability signal sets across customer environments.

Automation & Problem Management

• Build and maintain an active automation backlog and deliver automated runbooks on a quarterly basis.
• Convert recurring incidents into problem records with RCA hypotheses, ownership, and due dates.
• Develop guard-railed self-service operational actions (diagnostics, restarts, environment tasks) utilizing RBAC and audit trails.
• Champion Configuration-as-Code practices, including version control, drift detection, and baseline versus override governance.

Release Safety & Security

• Enforce release gates, quality thresholds, and automated rollback to the last known good state.
• Implement time-bound privileged access (JIT/Break Glass), SSO integration, and audit-ready operational controls.
• Apply Policy-as-Code guardrails across Infrastructure as Code (IaC), Kubernetes admission controls, and CI/CD pipelines.

Leadership & Governance

• Mentor and upskill Operations Analysts while documenting and promoting "golden path" operational workflows.
• Report reliability KPIs including: Mean Time to Detect (MTTD), Mean Time to Resolve (MTTR), First Touch Resolution, Automation Coverage
• Partner with Product, Delivery, ITSM, and Security teams within a matrix operating model.

Required Qualifications To Be Successful In This Role:

• 6–9 years in cloud operations/SRE, including 3+ years operating production SaaS on Azure.

• Observability: OpenTelemetry, distributed tracing, log analytics, metrics, and dashboards.

• Kubernetes at scale: AKS, Calico network policy, KEDA autoscaling, Helm based deployments.

• IaC and configuration: Terraform; GitOps with GitHub Actions and Argo CD.

• Event management and orchestration: event correlation, auto remediation workflows.

• Scripting/automation: strong Python and Bash; API driven integration across ITSM and tooling.

• Security tooling: Keycloak/ SSO, Azure Key Vault, cert manager, JIT access patterns.

• ITSM depth: incident/problem/change management, severity taxonomy, SLA/SLO reporting.

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.