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: Production Support Lead

Position: Lead Analyst

Experience: 10+ Years

Category: Lead Software Engineering

Shift: General

Location: Bangalore

Position ID

Employment Type: Full Time

Education Qualification

- )

Minimum of 10 years of experience in product support, functional consultancy, or technical roles, with a focus on KYC, Sanction Screening, Customer Screening, and Transaction Monitoring. Experience should include leading complex production investigations, managing client-facing support communications, coordinating cross-functional teams, and contributing to RCA / corrective action processes.

Position Description

The Production Support Lead is responsible for leading the resolution of complex support issues across the global HotScan client base. This role requires strong technical and functional judgement, structured problem-solving, transparent stakeholder communication, and the ability to drive issues to resolution in business-critical client environments.

Your future duties and responsibilities:

Your future roles & responsibilities

- Lead complex production support investigations from initial triage through root cause analysis, resolution, and client communication.
- Analyse technical and functional issues across application workflows, database records, logs, integrations, configuration, and operational processes.
- Prepare and review RCA reports, investigation summaries,



workaround options, and corrective / preventive action plans.
- Challenge and validate technical analysis from development and QA teams to ensure conclusions are accurate, complete, and client-ready.
- Support release, patch, and defect validation activities by providing production support insight, client context, and real-world usage scenarios.
- Collaborate with internal and external cross-functional teams including development, testing, application management and infrastructure.
- Manage client support meetings, serve as a primary point of contact for clients, and provide regular updates on incident status and resolutions.
- Maintain and strengthen client relationships by collaborating with client delivery managers and ensuring client needs are met efficiently.
- Act as a liaison between development, testing teams, and clients to ensure smooth communication and effective issue resolution.
- Provide expert functional consultancy to clients, ensuring alignment with their needs and regulatory requirements.
- Assist in the design and implementation of product solutions that meet both business and regulatory requirements.
- Actively participate in development and quality assurance cycles, contributing valuable insights and expertise.
- Work collaboratively with global and local IP support teams to ensure seamless support and service delivery.
- Conduct training sessions and workshops for internal teams and customers to ensure effective use of the product.

Stay informed about industry trends, regulatory changes, and best practices in compliance to build product and industry expertise.

Required qualifications to be successful in this role:

Must to have skills:





- Hands-on Production Support experience – Technical/Functional investigation experience
- Day-to-day client handling/client-facing experience
- Very good communication skills

Good to have skills

- Exposure to any of programming languages- Java, C, C++, Unix or Oracle
- Domain experience in AML, Banking/Finance or Payments
- Product/IP support experience

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.

Skills:

- English
- C
- Client management
- Communication
- Java
- Oracle
- Production Support

What you can expect from us:

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 experience – Technical/Functional investigation experience (Bengaluru)
🏢 CGI
📍 Bengaluru