Position Description

Company Profile

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed.

We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries.

Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us.

Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and career development.

Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

Job Title: SIRM Service Manager

Position: Associate Consultant

Experience: 8+ Years

Category: Software Development/ Engineering

Main location: Bangalore/Chennai/Hyderabad/Pune

Job Code: J1026-0679

Employment Type: Full Time

The SIRM Service Manager is responsible for the day-to-day operational management and support of the SIRM platform, ensuring the application remains stable, available, and aligned with business needs. This role acts as the primary coordinator for service operations, overseeing support requests, incidents, operational activities, and communications with stakeholders while working closely with the SIRM DevOps team, infrastructure teams, vendors, and business users.

The Archer Service

Manager is accountable for ensuring operational processes are executed effectively, support requests are managed within established service levels, scheduled maintenance activities are completed, and system issues are promptly identified, communicated, and resolved. The role also supports continuous service improvement through operational reporting, trend analysis, and process optimization.

Key Responsibilities

Service Operations

- Manage the day-to-day operation of the Archer platform.
- Monitor overall platform health, availability, and performance.
- Review system alerts and scheduled jobs to ensure successful execution.




- Coordinate investigation and resolution of application performance issues, failed jobs, and operational incidents.
- Ensure routine operational activities are completed according to established schedules.

Incident and Problem Management
- Coordinate the response to application incidents and service disruptions.
- Lead incident communications with business stakeholders and technical teams.
- Escalate issues to Archer configurators, infrastructure teams, vendors, or Archer Support as appropriate.
- Coordinate root cause analysis and ensure corrective actions are implemented.
- Track recurring issues and recommend preventive improvements.

Service Request and Support Management
- Oversee the Archer support queue and ensure timely handling of incidents and service requests.
- Prioritize and assign work to the Archer configuration team based on business impact and urgency.
- Monitor ticket progress to ensure compliance with service level agreements (SLAs).
- Provide regular updates to requestors and stakeholders regarding ticket status and resolution timelines.

Operational Administration
- Coordinate recurring administrative activities required to maintain the platform, including:
- Monthly business unit updates.
- User account imports and updates from external data sources.
- Periodic user and organizational data maintenance. o Verification of scheduled operational tasks.
- Ensure operational procedures are documented and consistently followed.

Change and Release Coordination
- Coordinate production releases and system updates.
- Support change management activities, including planning, scheduling, communications, and post-implementation validation.
- Ensure production changes are implemented following established governance processes.
- Maintain awareness of upcoming Archer product updates and coordinate implementation activities.

Reporting and Governance
- Prepare operational reports and dashboards related to:
- User activity. o System utilization.
- Incident and service request metrics.
- SLA performance.
- Platform availability.
- Identify operational trends and recommend opportunities for continuous improvement.
- Maintain operational documentation, procedures, and service metrics.

Stakeholder Communication
- Contribute to the prioritization of platform improvements in collaboration with business stakeholders and the Archer configuration team.
- Serve as the primary operational point of contact for Archer service-related matters.




- Communicate planned maintenance activities, outages, incidents, and service updates to business users.
- Facilitate coordination between business stakeholders, technical teams, and vendors.
- Support governance meetings by providing operational status updates and service performance metrics.

Qualifications and Skills
- 5+ years of experience supporting enterprise applications in a service management or application support role.
- Experience coordinating application support, incident management, and operational activities.
- Experience working with governance, risk, and compliance (GRC) platforms is desirable.
- Experience with RSA Archer (Archer Integrated Risk Management platform) is desirable.
- Experience working within ITIL-based service management environments

Note: This is a general outline of the responsibilities and qualifications typically associated with the Virtualization Specialist role. Actual duties and qualifications may vary based on the specific needs of the organization. CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

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.

📌 SIRM Service Manager (Chennai)
🏢 CGI
📍 Chennai