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: Problem Management Analyst
Position: SSE
Experience: 5-8 years
Category: Software Development/ Engineering
Shift: 24/7 rotational
Main location: Bangalore, Chennai
Position ID: J0826-2115
Employment Type: Full Time
Education Qualification:
Bachelor's degree in Computer Science or related field or higher with minimum 5 years of relevant experience.
Key Responsibilities
Own and manage the end to end Incident Management process in accordance with ITIL best practices.
Monitor and manage incidents based on priority, severity, business impact, and urgency.
Lead and coordinate Major Incident Management (MIM) activities.
Act as the central point of coordination during major/high priority incidents.
Ensure timely communication and regular updates to stakeholders during major incidents.
Coordinate with Infrastructure, Application, Network, Security, Cloud, Service Desk, and third party teams to restore services.
Ensure incidents are logged, categorized, prioritized, assigned, and progressed appropriately.
Monitor incident SLAs and drive timely resolution or escalation.
Conduct major incident bridge calls and coordinate technical teams during service outages.
Ensure appropriate escalation to management and relevant stakeholders when requ
📌 Problem Management Analyst (Bengaluru)
🏢 CGI
📍 Bengaluru