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Position Description:
Company Profile:
Founded in , CGI is among the largest independent IT and business consulting services firms in the world. With 94, 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 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .
Job Title: Major Incident Manager (24/7 Shift Coverage)
Must Skills: -. MIM AIM
Experience: 5+ Years
Category: Software Development/ Engineering
Location: ALL CGI
Position ID: J-
Employment Type: Full Time
Education Qualification Any Engineering background or and MCA / Any Graduation – Full Time only
Responsibilities:
Within the Group's "Global Transverse Operations" platform, we are seeking a proactive and experienced Major Incident Manager to join our agile IT Operations team. This role is critical in ensuring the rapid resolution of high-impact incidents and minimizing disruption to business operations. The successful candidate will work in a rotating shift pattern to provide 24/7 coverage, ensuring continuous support and leadership during major incidents
The MIM AIM is integrated into a team of 7 people whose goal is to anticipate, manage and ensure the elimination of major and cross-functional problems in the Group's IT production.
The MIM AIM will be responsible for managing major incidents worldwide. This involves:
. Lead the response to major incidents,
ensuring timely resolution and effective communication across stakeholders.
. Coordinate with technical teams, vendors, and business units to drive incident resolution.
. Provide clear, concise, and timely updates to senior leadership and impacted stakeholders.
. Facilitate post-incident reviews and ensure follow-up actions are tracked.
. Work in shift mode to ensure 24/7 coverage (on call the weekend)
. Escalation point for any issues related to Major incidents
. Monitor key performance indicators (KPIs) to ensure performance standards are met and exceeded.
. Participate in continuous improvement in the team
. Accountable of Major Incidents
Qualifications:
. Professional level in English
. Bachelor's degree in information technology, or a related field, or equivalent experience.
. Proven experience (5+ years) in management of IT Incidents.
. Proven experience (2+ years) in a Major Incident Manager role
. Strong understanding of ITIL processes, especially Incident and Problem Management.
. ITIL certification is desirable
. Excellent interpersonal and communication skills, with the ability to build relationships across various teams and stakeholders.
. Excellent coordination, and leadership skills.
. The ability to manage multiple priorities, meet deadlines, and handle complex issues.
. Familiarity with customer support tools and systems (e.g., ServiceNow, Zendesk, Jira).
Preferred Skills:
. Previous experience working with cross-functional teams to deliver service enhancements.
. Knowledge of AGILE and/or LEAN is a plus
. Knowledge of IT infrastructure technologies
Benefits:
. Professional development and training opportunities.
. A collaborative and inclusive work culture.
. Exposure to a wide range of technologies and business areas.
Your future duties and responsibilities:
#LI-DK6
Skills:
- Incident Management
- Agile Business Analysis
- ServiceNow
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📌 Incident Manager (Pune)
🏢 CGI
📍 Pune