Product Support Specialist

Fairfax, VA

Product Support Specialist

Category: Project Management

Main location: United States, Virginia, Fairfax

Position ID: J0324-0696

Employment Type: Full Time

Position Description:

CGI Federal is seeking a Product Support Specialist to provide technical assistance and guidance to customers, troubleshoot issues, ensure satisfaction, and contribute to process improvement.

Your future duties and responsibilities:

• Reports to the DevOps Manager and oversees data center operations and production availability.

• Manages a diverse team across four areas: Help Desk, Systems Administration, Database Engineering, and Software Deployment, ensuring adherence to contractual agreements.

• Develops and implements technical innovations to enhance the reliability and performance of network connections and servers, which operates on a distributed architecture spanning multiple overseas sites.

• Leads efforts to maintain a proactive, effective, and compliant cyber and application security posture, ensuring adherence to industry best practices and federal security requirements.

• Provides advanced engineering analysis and support for networks, firewalls, routers, and operating systems.

• Supervises the System Administrator Manager, responsible for intranet, global communication circuits, servers, routers, SAN, and virtualization platform.

• Supervises the Data Engineering Manager, overseeing database administration, data integrity, quality, reporting, statistics, and predictive analytics.

• Supervises the Integration Systems Manager, responsible for maintaining development, test, UAT, and production environments, including deployments.

• Supervises the Helpdesk Manager, overseeing day-to-day helpdesk operations.

• Acts as a lead for junior and mid-level staff, providing mentorship and guidance to grow the leadership team.

• Collaborates closely with customers and team members to ensure open and regular communication, and manages project schedule and budget to meet contractual requirements.

• Identifies new capabilities to present to customers, leveraging existing relationships to identify new business opportunities.

• Oversees program/project initiation, planning, and execution, ensuring scope, budget, schedule, quality, and customer satisfaction align with contract requirements.

• Manages staffing needs, rewards & recognition, mentoring, and conflict resolution, and oversees compensation management and performance evaluations.

• Ensures effective training plans and compliance training for all Production Support staff.

• Evaluates implications/risks on existing or proposed projects, programs, processes, and policies/laws, and implements improvements.

• Efficiently delegates tasks to Production Support Team Leads to mitigate single point of failure conditions.

• Receives and understands task priorities from PM, DPM, or the client, and plans workload delegation accordingly.

• Maintains data sharing, networking connections, and reporting requirements with RPC partners and PRM in accordance with documented agreements.

Required qualifications to be successful in this role:

• Bachelor's degree in a technical field such as Information Systems, Information Sciences and Technology, Engineering, Computer Science, or equivalent combination of education and experience.

• Minimum of five (5) years of progressive management experience.

• At least ten (10) years of hands-on experience in a relevant field.

• Proficiency in preparing management, business, technical, and personnel reports, reviews, and documents.

• Demonstrated experience in data center operations, system administration, database management, help desk operations, network design, project management, and technical support.

• Excellent verbal and written communication skills.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set level, experience and training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $120,000 - $150,000

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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.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at USEmploymentCompliance@cgi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned .

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.