CGI Technologies and Solutions, Inc. Incident Management Support Analyst in Reston, Virginia
Incident Management Support Analyst
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City:Reston, Virginia, United States
Employment Type:Full Time
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CGI: An employer of choice
CGI is looking for an Incident Management Support Analyst in Reston, VA.
Your future duties and responsibilities:
Manage IT production incidents to resolution in a 24/7/365 environment using standard incident management processes and inform management at all levels of status, impact and resolution actions.
Effectively lead and guide Incident triage calls from a technical perspective analyzing different components of the infrastructure and application environment via the use of a variety of monitoring tools and processes.
Eyes on glass monitoring of the health of applications as well as the underlying infrastructure. Proactively look for hardware, software, and environmental alerts or malfunctions. Ability to analyze dashboards and reporting/monitoring tools to look at trends and patterns in application health and performance.
Troubleshoot the incidents and identify root cause quickly using operations, wire data analytics, application performance management and event correlation monitoring tools.
Perform analysis of data, evaluating multiple application protocols including web, database, storage, and supporting infrastructure such as DNS, LDAP, SSL, SMTP, and FTP. Participate in findings review sessions.
Review performance and trends of multiple application protocols and provide recommendations for service improvement.
Assist with instrumentation of critical applications, including setting up the custom dashboards for the customers business, operations and development.
Act as the 24x7 escalation point for production support to diagnose and resolve complex issues by providing factual data from the various monitoring and instrumentation systems.
Influence other technical teams on the calls and articulate troubleshooting steps effectively.
Ensure monitoring alerts and systems events are assessed, prioritized and managed. Drive the continuous improvement of services and processes in order to increase platform stability and realize operational efficiencies.
Lead required technical follow-up calls for high profile incidents.
Assist with documentation of root cause analysis (RCA) and ensure follow ups on problem tickets and tasks around problem management.
Ensure appropriate functional and management escalation takes place as per the standards and procedures.
Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
Required qualifications to be successful in this role:
6+ years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, VPN, Apache, web logic, LDAP, Active Directory, Exchange, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions for single sign on. Subject matter expertise is not required and experience with at least eight of the above is preferred.
Working experience with a wide variety of monitoring and data/log analysis tools such as Extrahop, Dynatrace, Netcool suite, Catchpoint, Moogsoft (Event Management and ChatOps), ELK, Splunk among others.
Proven methodical approach to problem identification, problem solving and resolution.
Experience working with cloud infrastructure environments.
6+ years of working experience with applications in a production support environment using above technologies. Management and troubleshooting of Middleware products on UNIX and Linux environments. Knowledge of Service Oriented Architecture (SOA), Java etc.
Ability to analyze different components of the infrastructure and application environments during Incident triage calls.
Aptitude to influence other technical teams on the incident calls and articulate troubleshooting steps effectively.
Experience and confidence working with all levels of management; excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during Incident calls with a wide range of personnel and management levels.
Ability to occasionally work on nights and weekends if and when major incidents occur.
Strong relationship management skills and aptitude to multi-task and work well in a high stress environment, both within teams and independently.
Proficiency with Word, Excel and PowerPoint and presenting to senior management using data and information from these tools.
ITIL or PMP certification is desired.
Financial services industry experience is preferred. EDUCATION
Bachelor's Degree or equivalent required
6+ years of related experience
What you can expect from us:
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this changesupporting our clients digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.
Learn more about CGI at www.cgi.com .
No unsolicited agency referrals please.
CGI is an equal opportunity employer.
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! Click here at 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 CGIs legal duty to furnish information.
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CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here at http://documents.njoyn.com/homebase/cgi/AMSDocs/EEOPolicy-Signed2017.pdf to access our US EEO/Affirmative action policy.
Applicants have rights under Federal Employment Laws:
EPPA at https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf
FMLA at https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
Consolidated EEO Is The Law at http://documents.njoyn.com/homebase/cgi/AMSDocs/EEO_Poster.pdf
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! Click here at http://cgi-veterans.jobs/ to be directed to our site that is dedicated to veterans and transitioning service members.