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.
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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
📌 Sr. Support Analyst (Mumbai)
🏢 CGI
📍 Mumbai