Position Description

Job Title: Production Support

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.

Position: Permanent

Experience: 2 years to 5 years

Shift: Rotating Shifts – 24*7*365. 5 days working and roster with planned leaves and shifts agreed every 3 months

Location: Mumbai

Employment Type: Full Time

Education Qualification: Any Graduate having knowledge

Position Description

The Production Support and Implementation Engineer will be responsible for providing end-to-end application support and implementation services for the CGI’s product across client environments.

Your future duties and responsibilities

Responsibilities

Key Responsibilities

- Log, track, update, and manage Jira tickets throughout their lifecycle, ensuring timely follow-up and closure.
- Provide production support including client coordination, issue analysis, troubleshooting, resolution, and regular communication through email and support channels.
- Perform initial analysis of production issues and coordinate with the L3/Product Development team when deeper technical investigation or product-level fixes are required.
- Coordinate with internal teams and client stakeholders during production incidents, implementations, and planned activities.
- Perform implementation of product patches,



Change Requests (CRs), enhancements, and fixes in UAT and other applicable environments.
- Perform System Integration Testing (SIT) after implementation and validate application functionality before handing over the build for UAT.
- Facilitate and support client UAT, including issue analysis, defect coordination, retesting, and closure of observations.
- Plan, coordinate, and execute production Go-Live activities in collaboration with the bank/client and internal CGI teams.
- Perform post-implementation validation and provide support during stabilization after production deployment.
- Prepare and maintain periodic support reports, MIS, ticket status reports, implementation trackers, and other client-specific reporting requirements.
- Maintain appropriate documentation for incidents, implementations, configurations, deployment activities, and resolutions.
- Contributes to the Known Error Database using which repetitive issues resolved quickly.
- Ensure activities are performed in accordance with defined support processes, implementation procedures, SLAs, and change-management requirements.
- Maintain proactive communication with the client and internal stakeholders regarding progress, risks, dependencies, delays, and resolution status.
- Take complete end-to-end ownership and accountability for assigned production support, implementation, and deployment activities until successful closure.

Required Qualifications To Be Successful In This Role Must-Have Skills:

- Excellent communication - Oral and written - English, Oral - Hindi.




- Positive - Debugging and Problem Solving Skills.
- Basic knowledge of Oracle.

Good-to-Have Skills
- MQ and IIS knowledge will be added advantage.
- Knowledge of NEFT, RTGS, NACH will be added benefit

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 Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll 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. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll 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.

You’ll shape your career by joining a company built to grow and last. You’ll 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 team—one of the largest IT and business consulting services firms in the world.

📌 Production Support and Implementation (India)
🏢 CGI
📍 India