Sr. Support Analyst

Company Profile: Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com. Job Title: Support Analyst- Sr. Support Analyst / Lead Position: Support Analyst- Sr. Support Analyst / Lead Experience: 2.1-5 years Category: IT Infrastructure Main location: Mumbai Position ID: J0726-1476 Responsibilities Direct Responsibilities . Monitor application health, consumption, and performance; propose and implement optimizations. . Perform regular functional deliveries, releases, and postdeployment aftercare. . Maintain an uptodate knowledge base and capture lessons learned from incidents. . Triage, prioritize, and track incidents, problems, and service requests in ServiceNow & Jira. . Act as escalation point for complex issues; coordinate with development, architecture and thirdparty vendors. . Lead rootcause analysis (RCA) and postincident reviews; drive corrective and preventive actions. . Deploy releases using CI/CD pipelines (Bitbucket, Git, Jenkins, Ansible, Terraform, Kubernetes, Docker). . Participate in RFC review, impact analysis, testing, and rollout; ensure releasereadiness checklists are met. . Identify and remediate security vulnerabilities, support audit and compliance activities. . Implement hardening and patching processes (including weekend operations) Contributing Responsibilities . Detect recurring issues; develop automation scripts (Shell, PowerShell, Python) and knowledgebase articles. . Contribute to process enhancements, incident classification, and performanceoptimization initiatives. . Manage housekeeping, upgrades, installation, backup/restore & adherence to DR plans to ensure smooth functioning of existing systems. . Coach and mentor fellow team members, share skills and expertise as required. Technical & Behavioral Competencies . hands on knowledge on SQL, UNIX/Linux, windows . Knowledge of DevOps (must have Ansible) is required . Working experience with jobscheduling and automation tools Autosys or similar. . Proficiency in monitoring and applicationperformance tools Dynatrace or comparable. . Scripting/Programming skills (Shell, Python) to develop automation and utility scripts. . Strong analytical and rootcause investigation skills; able to diagnose complex production issues quickly. . Proven ability to work effectively in a virtual, globally distributed team, coordinating across time zones and cultures. . Proactive mindset identifies improvement opportunities, drives automation, and follows up on preventive actions. . Excellent written and verbal communication; can translate technical details into clear businessfriendly language for stakeholders at all levels. Specific Qualifications: . Minimum 3 years of handson experience in application production support, and Unix/Linux environments. . Prior experience supporting critical applications in a financial services or banking environment is required. . Working knowledge of ITIL/ITSM processes (Incident, Problem, Change, Release Management). Skills Referential (Required knowledge, skills and abilities) Technical Skills: . Operating Systems: Linux, Windows a plus . Servers & Middleware: Apache, Tomcat, IBM MQ, CFT, FTS . Databases: Oracle, SQL Server . CI/CD & IaC: Bitbucket, Git, Jenkins, Ansible, Terraform, Kubernetes, Docker . Scripting: Shell, PowerShell; Python a plus . Scheduling: Autosys . Monitoring & Observability: Dynatrace, OpenSearch . Service Management: ITIL, ServiceNow, Jira . APIs: REST, SOAP . Reporting: MSBI, Business Objects Behavioral Skills: . Rigorous & detailoriented . Proactive and autonomous . Strong analytical and troubleshooting mindset . Serviceoriented with a focus on enduser experience . Excellent written & verbal communication; ability to translate technical issues for business audiences Education Level: Bachelor's degree or equivalent Location: Mumbai Life at CGI: It is rooted in ownership, teamwork, respect and belonging. Here, youll 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. Thats why we call ourselves CGI .