Senior Incident Manager **

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Senior Incident Manager

Category: Service Desk / End User Services

Main location: United States, Louisiana, Lafayette

Position ID: J0926-0925

Employment Type: Full Time

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Position Description:

CGI is seeking a Senior Incident Manager to lead the response and resolution of high impact technology incidents within a 24x7x365 enterprise command center environment. This role is responsible for managing incidents from both technical and business perspectives across AWS, enterprise applications, networks, infrastructure, and Unix/Linux environments.

The Incident Manager will lead large incident bridges, coordinate technical investigation across multiple teams, assess business impact and risk, evaluate mitigation and recovery options, and ensure incidents progress toward resolution within established SLAs. The role requires enough technical depth to ask the right questions, trace dependencies and transaction flows, interpret monitoring information, and recommend appropriate actions while keeping large response teams focused during critical events.

This is an incident leadership and technical advisory role, rather than a position responsible for directly implementing infrastructure fixes.

This position is required in one of the following locations: Lafayette, LA, Knoxville, TN, Columbia, SC, Birmingham, AL

Your future duties and responsibilities:

. Lead major enterprise incidents from initial identification through mitigation, recovery, and closure.

. Manage business impacting incidents involving applications, AWS/cloud services, networks, and enterprise infrastructure.

. Lead incident bridges that may include 50-100 technical participants, stakeholders, and senior leaders.

. Perform technical and business impact triage and establish clear incident priorities.

. Coordinate application, infrastructure, network, cloud, Unix/Linux, and other SME teams during incident response.

. Use AWS and non AWS monitoring tools to gather evidence and support technical investigation.

. Trace transactions, dependencies, and system to system communication across enterprise environments.

. Assess technical risk, business impact, mitigation options, and recovery status.

. Recommend mitigation and remediation actions to the responsible engineering teams.

. Ensure incidents progress within applicable enterprise SLAs.

. Maintain clear, concise communication with technical teams, business stakeholders, and senior leadership.

. Support root cause analysis, lessons learned, and continuous improvement activities following major incidents.

. Maintain focus, accountability, and effective decision making throughout high pressure incidents.

Required qualifications to be successful in this role:

. 5+ years of Major Incident Management / Enterprise Incident Management experience.

. Proven experience leading high severity incident bridges or enterprise command center calls.

. Ability to coordinate large, cross functional technical teams during high impact production incidents.

. Strong understanding of enterprise networking and infrastructure, including routers, switches, BGP, TCP/IP, and DNS.

. Working knowledge of AWS environments and cloud related production troubleshooting.

. Strong Unix/Linux knowledge and broad enterprise infrastructure awareness.

. Ability to understand application integrations, dependencies, transaction flows, and system to system communication.

. Strong technical triage skills with the ability to gather evidence and identify the right SME or technical team.

. Experience assessing business impact, technical risk, mitigation options, and recovery status.

. Root cause analysis and post incident review experience.

. Excellent executive level verbal and written communication skills.

. Strong facilitation, leadership, composure, and decision making under pressure.

. Ability to drive accountability and maintain focus across large incident response teams.

. Experience operating within a 24x7 enterprise production environment.

Desired Skillset:

AWS Solutions Architect Associate certification and experience supporting large, regulated enterprise environments. Experience communicating directly with executives during critical incidents is also highly valuable.

Educational Requirements:

Bachelor''s degree in Computer Science, Information Systems, Engineering, or a related technical field.

Other Information:

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, relevant 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 for this role in the U.S. is $79,600.00 $110,100.00.

CGI''s benefits are offered to eligible professionals on their first day of employment to include: . Competitive compensation . Comprehensive insurance options . Matching contributions through the 401(k) plan and the share purchase plan . Paid time off for vacation, holidays, and sick time . Paid parental leave .Learning opportunities and tuition assistance . Wellness and Well being programs

Skills:

• Amazon Web Services Cloud
• Incident Management
• Linux
• Unix

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, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

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 US_Employment_Compliance@cgi.com. You will need to reference the Position ID 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 Position ID 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. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. 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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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 US_Employment_Compliance@cgi.com. You will need to reference the Position ID 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 Position ID will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.