Position Description:

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: Production Support Manager

Position: Production Support Manager

Experience: 12+ Years

Category: IT Operations / Production Support / Managed Services

Shift: 24x7 Managed Services / Shift and on-call support

Main location: India, Telangana, Hyderabad

Position ID: J0826-0892

Employment Type: Full Time

Position Description

We are seeking an experienced and customer-focused Production Support Manager to lead the delivery of mission-critical application support services for enterprise clients. The ideal candidate will have a proven track record of managing large-scale production support engagements, driving operational excellence through stringent SLA and KPI adherence, and leading teams in fast-paced, 24x7 managed services environments.

The role requires strong leadership, stakeholder management, incident governance, continuous service improvement, and experience in transitioning support engagements from incumbent vendors while ensuring seamless business continuity.

Your future duties and responsibilities:

Service Delivery Operations

Lead end-to-end production support delivery for one or more enterprise applications, ensuring high availability and operational stability.

Own delivery against contractual SLAs, KPIs, OLAs, and customer commitments.

Drive operational governance across Incident, Problem, Change, Release, and Service Request Management processes.

Ensure effective management of Major Incidents, minimizing business impact and driving timely resolution.

Establish operational dashboards and metrics to proactively monitor service health and identify improvement opportunities.

Team Leadership

Lead and mentor multi-disciplinary production support teams across L2 and L3 support functions.

Drive resource planning, workload balancing, shift planning, and on-call support.

Foster a culture of accountability, collaboration, and continuous improvement.

Coach team members on operational best practices, root cause analysis, and customer communication.

Client Stakeholder Management

Serve as the primary operational contact for client stakeholders.

Lead weekly operational reviews, service governance meetings, and executive status reviews.

Present service performance, trends, risks, mitigation plans, and improvement initiatives to leadership.

Build trusted client relationships through transparent communication and consistent delivery.

Operational Excellence





Ensure compliance with established SLAs and operational KPIs, including:

oIncident Response Resolution SLA oMean Time to Acknowledge (MTTA)

oMean Time to Resolve (MTTR)

oFirst Contact Resolution (FCR)

oChange Success Rate oProduction Availability oBacklog Management

Lead Root Cause Analysis (RCA) activities and implement preventive actions.

Drive automation initiatives to reduce repetitive operational tasks and improve service efficiency.

Continuously improve runbooks, knowledge repositories, and operational documentation.

Transition Management

Lead or actively participate in transitioning production support engagements from incumbent vendors.

Develop transition plans, knowledge transfer schedules, operational readiness checklists, and risk mitigation strategies.

Drive shadow, reverse-shadow, and hypercare phases while ensuring uninterrupted service continuity.

Validate operational readiness before assuming full ownership.

Governance Compliance

Ensure adherence to ITIL processes and organizational governance standards.

Maintain operational documentation, SOPs, runbooks, and knowledge articles.

Identify operational risks and proactively implement mitigation plans.

Support audit and compliance activities where applicable.

Required qualifications to be successful in this role:

Must-Have Skills:

12+ years of overall IT experience.

Minimum 5 years of experience managing enterprise production support or managed services engagements.

Experience leading geographically distributed support teams.

Proven experience managing 24x7 production support operations.

Strong understanding of application support lifecycle and production operations.

Strong experience with Incident, Problem, Change, Release, and Knowledge Management processes.

Experience with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.

Experience supporting enterprise applications, APIs, databases, middleware, and distributed systems.

Strong customer-facing and stakeholder management skills.

Excellent communication and executive presentation skills.

Proven ability to manage high-pressure situations and Major Incidents.

Strong analytical and problem-solving capabilities.

Experience driving operational transformation and continuous improvement initiatives.

Good-to-Have Skills:

Experience transitioning production support engagements from another vendor.

Understanding of cloud platforms such as AWS, Azure, or GCP.

Knowledge of DevOps practices.

Familiarity with monitoring and observability platforms such as Splunk, Dynatrace, AppDynamics, Grafana, Prometheus, or ELK.

Exposure to Healthcare, Insurance, Banking, or other regulated industries.

ITIL Foundation or ITIL 4 certification.

Experience managing offshore and onsite delivery models.

Knowledge of SRE practices,



operational automation, and AIOps.

Success Metrics

The successful candidate will be measured on:

SLA compliance (>98%)

MTTA and MTTR performance

Major Incident management effectiveness

Production availability and stability

Customer Satisfaction (CSAT)

Reduction in repeat incidents through RCA

Backlog management

Transition milestones delivered on schedule, where applicable

Team engagement and retention

Continuous service improvement outcomes

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

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 Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop creative 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.

Youll shape your career by joining a company built to grow and last. Youll 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 us, one of the largest IT and business consulting services firms in the world.

Skills:

- Dynatrace
- Grafana
- Prometheus
- Splunk
- AWS S3
- DevOps

What you can expect from us: Together, as owners, lets turn meaningful insights into action.

Life at CGI 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 Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll 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.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our teamone of the largest IT and business consulting services firms in the world.

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