Position Description
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 post‑deployment after‑care.
Maintain an up‑to‑date 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 third‑party vendors.
Lead root‑cause analysis (RCA) and post‑incident 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 release‑readiness 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 auto
📌 Sr. Support Analyst (India)
🏢 CGI
📍 India