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CGI Technologies and Solutions, Inc. Incident Manager in Tempe, Arizona

Incident Manager

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Incident Manager

Category: Business Analysis (functional and technical)

City: Tempe, Arizona, US United States

Position ID: J0521-1988

Employment Type: Full Time

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CGI: A place to build an IT career

Position Description:

As Major Incident Specialist in CGI, your involvement in the achievements of the team's objectives is to contribute to:

Ownership of the Major Incident Management process (as defined by the Information Technology Infrastructure Library – ITIL) and will drive improvement year over year. This person will provide direction, process, definitions, and support technologies to ensure that standardized methods and procedures are used for efficient and prompt handling of all incidents. The goal of Major Incident Management is to minimize the impact of any related incidents upon service across internally managed and vendor-managed systems. Primary responsibilities of this position include oversight of the CGI Infrastructure Support personnel who are responsible for the actual hands-on delivery of services. The individual who fills this role is responsible for managing outcomes and results. The activities that this individual will oversee include:

Your future duties and responsibilities:

• Support Major Incident Management processes,

• Drive Incident Management resolution, by facilitation of technical bridge throughout the event lifecycle

• Document fix actions and provide detailed summaries to Client Delivery Representatives and CGI Executive Leadership

• Through internal tools and processes constantly, communicate with Team Members, Technical Support Team, Client Delivery, and CGI Executive Leadership.

• Establish best practices and processes for managing Major Incidents in the areas of quality. Manage operational compliance with terms and conditions through SLAs, KPIs, etc. Find problems. Own results. Make improvements.

• Advising senior management on the following during the incident lifecycle:

• Perform Notification and Performance of the process

• Identify Significant trends and recommended actions

• Provide future recommendations for tool and process improvements

• Anticipate areas where potential issues with may arise, develop action plans to avoid those issues

• Fundamentally improve the value equation for delivery of IT capabilities – across the entire IT department

• Contribute your ideas! Conceive, propose, and be prepared to execute your best ideas to move the entire Infrastructure organization forward

Required qualifications to be successful in this role:

• Essential knowledge/skills/experience in this role:

• 3-5 years in IT support environment (helpdesk experience, network or server administrator, etc).

• College degree or equivalent experience in IT domain.

• Facilitation or Presentation training.

• Good knowledge of Windows platforms, UNIX, Mainframe and AS/400 knowledge is an advantage.

• Good knowledge of network technology (TCP-IP, Token-ring, etc).

• Good knowledge of MS-Office and Visio.

• Knowledge of a Service Management Tool Suite

• Track record of building relationships within and across teams and with external partners/vendors

• Ability to motivate others to complete and agreement or assignment that is mutually beneficial

• Demonstrated ability to drive change through influence without direct management authority

• Self-starter with high energy to meet the needs of a demanding business and IT environment

• Problem-solving ability

• Ability to multi-task with outstanding organizational skills

• Outstanding negotiation and conflict resolution skills

• ITIL certification are highly preferred

• Candidate must have extremely strong leadership skills along with strong analytical skills.

• Excellent communication skills (both written and oral)

• Responsibility includes 7/24 rotation schedule, including nights and weekends

Responsibilities/Key Accountabilities

• Manage and facilitate, unresolved severity 1 and 2 incidents / requests referred to internal and external support teams until resolution and provide regular updates to various clients and all levels of CGI Leadership

• Provide outage notifications (e-mail, e-page, and phone) to CGI and its client’s executive management during major outages.

• Participate on Incident Review sessions for various accounts.

• Provide on-going support on technical and procedural issues.

• Communicate with Customer (written, verbally, face-to-face).

• Perform various clerical tasks.

Skill Set Years of Experience Proficiency Level

IT Service Management Experience 3 – 5 Intermediate

Infrastructure Incident Management 3 - 5 Intermediate

DESIRED QUALIFICATIONS/NON-ESSENTIAL SKILLS REQUIRED

• ITIL Certification

#doubledown

Skills:

  • Analytical Thinking

  • Customer Service & Support

  • IT Service Management

  • ITIL

  • Leadership

  • Mainframe

  • Microsoft Office

  • Network

  • Problem Solving/DecisionMaking

  • Team Player

  • Windows

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 change—supporting 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, pregnancy, 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 .

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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 consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

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.

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