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.

Position: Senior Mobility Telecom, Network Operations & Major Incident Lead
Experience: 10 Yrs - 18 Yrs
Category: Software Development/ Engineering
Main location: India, Karnataka, Bangalore
Position ID: J1026-1441
Employment Type: Full Time

Your future duties and responsibilities:

10+ years of relevant experience in enterprise network operations, telecom infrastructure support, major incident management, service operations or a comparable global production support environment.
Role Purpose
The Senior Mobility Telecom, Network Operations & Major Incident Lead will provide end to end technical and operational leadership for a global retail telecom and network environment supporting Mobility and E Mobility services.
The role will act as a senior technical authority and operational integrator across internal support teams, network and telecom suppliers, application teams, service providers, business stakeholders and incident management functions. The successful candidate will be responsible for maintaining network stability, leading the resolution of complex incidents, coordinating major incidents, overseeing infrastructure changes, driving root cause analysis and improving the overall reliability, security and performance of the service.
The role requires strong ownership across a highly integrated support landscape where telecom, network, payment, loyalty, site systems and central applications cannot be managed as isolated service components.

Key Accountabilities
1. Global Telecom and Network Operations

. Provide senior technical and operational leadership for global Mobility and E Mobility telecom infrastructure.
. Maintain end to end oversight of network connectivity and associated infrastructure across retail sites, backbone services, data centres, third party networks and externally managed connectivity services.
. Monitor the health, availability, performance and security of the telecom environment using enterprise and vendor monitoring platforms.
. Analyse monitoring alerts, operational events and service degradation indicators to determine business impact and initiate the appropriate response.
. Ensure incidents affecting routers, switches, firewalls, load balancers, VPN tunnels and associated connectivity components are correctly triaged and assigned.
. Maintain ownership of complex operational issues until resolution or until a complete and formally accepted handover has been performed.
. Support a global, follow the sun operating model, including participation in on call, weekend and public holiday support arrangements.
. Provide technical guidance to operations teams handling site level, multi site and infrastructure wide disruptions.

The contract identifies global telecom monitoring, real time infrastructure visibility, incident notification and escalation as core components of the service. It also covers routers, switches, firewalls, VPN tunnels, load balancers, backbone infrastructure and vendor managed telecom services.
2. Incident and Major Incident Management

. Lead the technical response for high impact single site, multi site and global service incidents.
. Coordinate incident bridges involving network suppliers, telecom providers, application teams, site support teams, service managers and business stakeholders.
. Perform initial and advanced technical triage to establish incident scope, affected services, market impact, urgency and priority.
. Ensure incidents contain sufficient diagnostic and business impact information before escalation.
. Coordinate the creation and progression of incident and major incident records in the relevant service management platform.
. Manage P3 and P4 major incidents and support the designated incident command function during P1 and P2 major incidents.
. Establish clear ownership across resolver groups and ensure suppliers engage within their contractual responsibilities.
. Schedule and lead technical calls when required to accelerate investigation and recovery.
. Maintain an accurate incident chronology, including decisions, actions, ownership, dependencies and restoration progress.
. Confirm service restoration through monitoring tools, resolver group evidence or confirmation from the reporting party before closure.
. Ensure incident, recovery and closure communications are distributed to the appropriate internal and external stakeholders.
. Support incident managers by translating complex technical findings into clear operational and business impact statements.

The scope requires first level incident management, major incident management, prioritisation, ticket creation, supplier escalation, technical call coordination, service restoration confirmation and communications throughout the incident lifecycle.
3. Advanced Troubleshooting and Technical Investigation

. Lead technical investigation of complex, recurring or high impact telecom and network issues.
. Perform full stack troubleshooting across the network path, including routing, switching, firewall policies, VPN connectivity, traffic flows, network security controls and dependent services.
. Use packet capture and network analysis tools to isolate faults at packet and protocol level.
. Analyse network traffic, device events, application logs, site system logs and monitoring data to identify hard to detect issues.
. Develop and test technical hypotheses using available operational evidence.
. Coordinate cross supplier troubleshooting where ownership or fault location is unclear.
. Determine whether failures originate within site infrastructure, telecom connectivity, network backbone, security services, vendor platforms, application services or third party interfaces.
. Produce clear technical findings, recommended remediation actions and risk assessments.
. Provide technical direction to less experienced engineers and operations analysts during critical incidents.

The contract specifically requires advanced troubleshooting, traffic analysis, packet level investigation, knowledge of multiple routing protocols, network design expertise and analysis of site system and application logs.
4. Root Cause and Problem Management

. Lead Root Cause Analysis for significant telecom, network and third party incidents.
. Ensure root cause documentation clearly describes the failure, contributing factors, business impact, recovery actions and preventive measures.
. Challenge incomplete or unsupported root cause statements provided by suppliers.
. Track corrective and preventive actions through to verified completion.
. Raise and coordinate problem records for recurring or systemic issues.
. Use incident trends, operational data and recurring alert patterns to identify candidates for problem management.
. Facilitate technical reviews involving internal teams and external service providers.
. Ensure RCA documentation is completed within applicable operational timelines.
. Maintain traceability between incidents, problems, known errors, changes and improvement activities.
. Share lessons learned and incorporate agreed improvements into support procedures, monitoring rules and operational documentation.

The SWAT scope assigns responsibility for RCA leadership, documentation completion, supplier engagement, root cause validation and accountability. The administrative support scope also includes problem management for supported operational platforms.
5. Change, Migration and Implementation Support

. Assess telecom and network changes for technical risk, operational impact and business impact.
. Coordinate network changes, migrations and implementations with suppliers and delivery teams.
. Evaluate third party changes that may affect Mobility services.
. Ensure relevant stakeholders review and approve changes before implementation.
. Create and distribute change notifications to internal and external stakeholders.
. Monitor the implementation of high risk or business critical changes.
.



Coordinate technical support during change implementation and post change validation.
. Verify that changes achieve the intended outcome without creating unacceptable service degradation.
. Support recovery or rollback activities when a change is unsuccessful.
. Ensure network, firewall, configuration, support and operational documentation is updated following implementation.
. Review project implementation plans for operational readiness, supportability and alignment with the existing environment.

The contract includes change coordination, third party change impact assessment, stakeholder approval, Change Notification Letters, implementation monitoring and technical support for network changes and migrations.
6. Network Architecture and Design Assurance

. Act as a senior technical authority for the end to end Mobility telecom and network architecture.
. Review solution and network designs for reliability, availability, security, scalability, operability and supportability.
. Provide technical recommendations to project and delivery teams.
. Assess proposed changes against the existing telecom environment and relevant service dependencies.
. Architect, review or approve network designs within the candidate's delegated authority.
. Identify operational risks, integration gaps, monitoring requirements and support model deficiencies before production deployment.
. Ensure designs include appropriate diagnostic, failover, security, documentation and operational support provisions.
. Support implementation teams during deployment, transition and early life support.
. Ensure integration requirements across multiple suppliers and business partners are understood and coordinated.
. Promote standardization and reduction of unnecessary technical complexity across the network landscape.

The SWAT team is defined as responsible for end to end technical architecture, multi supplier process integration, project impact assessment, technical recommendations, design review or approval and implementation support.
7. Firewall, Security and Access Governance

. Provide senior oversight of firewall rules supporting the Mobility setting.
. Review firewall rule changes for technical validity, security risk, business justification and implementation impact.
. Ensure access and infrastructure requests follow the required approval and governance processes.
. Review and manage third party access requests relating to infrastructure, data centre or service support activities.
. Support access control processes and periodic access reviews for relevant operational platforms.
. Coordinate with security, risk, infrastructure and supplier teams to resolve security related network issues.
. Support compliance activities associated with Information Risk Management and Payment Card Industry requirements.
. Maintain appropriate records and technical documentation to support audit and compliance activities.
. Escalate non compliance, uncontrolled access, unsupported connectivity or material security risks to the relevant stakeholders.
. Balance operational recovery requirements with security and access control obligations during critical incidents.

The contract includes ownership of a significant portion of the firewall rule sets, third party access management, infrastructure change requests and support for Information Risk Management and PCI compliance activities.
8. Supplier and Stakeholder Management

. Act as the senior technical liaison between internal teams, business stakeholders, telecom providers, technology suppliers and third party service providers.
. Establish clear technical and operational ownership across multi supplier incidents.
. Hold suppliers accountable for investigation quality, contractual service obligations, recovery actions and root cause deliverables.
. Escalate supplier performance concerns through the appropriate operational and commercial channels.
. Obtain technical evidence from suppliers following incidents and changes.
. Challenge delays, unsupported conclusions and incomplete remediation plans.
. Coordinate dependencies between connectivity providers, managed service suppliers, application teams and site support teams.
. Provide concise updates to service management and business leadership.
. Maintain professional working relationships across geographically distributed and culturally diverse teams.
. Represent the telecom and network operations function in service reviews, project meetings, change reviews, incident reviews and technical governance forums.

The role descriptions require working across international teams, leading meetings, coordinating internal and external support entities and ensuring suppliers and vendors perform as required under their contracts.
9. Monitoring and Service Improvement

. Drive proactive monitoring and early identification of telecom and service degradation.
. Review alerts, dashboards, thresholds and escalation paths to improve incident detection and response quality.
. Identify monitoring gaps across network, site, application and third party services.
. Work with monitoring service owners and suppliers to implement actionable alerts.
. Reduce alert noise, duplicate notifications and non actionable events.
. Use operational data to identify reliability, performance and service improvement opportunities.
. Lead network optimization and continuous improvement initiatives.
. Recommend automation opportunities for repetitive triage, notification, reporting and evidence gathering activities.
. Track the effectiveness of implemented improvements through operational measures and incident trends.
. Ensure monitoring procedures remain aligned with changes to technology, business services and supplier arrangements.

The scope references proactive monitoring through tools and vendors, operational data analysis, corrective actions, network optimization and continuous service improvement.
10. Documentation and Operational Readiness

. Create, maintain and continuously improve end to end technical and operational documentation.
. Develop network diagrams, support procedures, troubleshooting guides, escalation matrices, process flows and incident response playbooks.
. Maintain accurate records of network circuits, racks, devices, configurations, inventory, contacts and service dependencies where applicable.
. Ensure documentation supports rapid triage within demanding incident response timelines.
. Review project support models, support decks and operational readiness documentation.
. Validate that new services have complete monitoring, ticketing, access, contact, escalation and Minimum Data Set information before operational handover.
. Establish documentation standards and quality controls for the support organization.
. Conduct periodic reviews to identify outdated business critical information.
. Ensure changes to applications, infrastructure, suppliers and contacts are reflected promptly in operational documentation.
. Train team members in the effective use of documentation and service management tools.

The contract requires standardized network and process documentation, project onboarding documentation, escalation information, support model review, and maintenance of network infrastructure and inventory records.
11. Team Leadership and Capability Development

. Provide technical leadership, coaching and guidance to network engineers, incident analysts and operations personnel.
. Define expected quality standards for incident handling, communications, ticket updates, documentation and technical investigation.
. Review the quality of team deliverables and provide constructive feedback.
. Lead technical knowledge sharing sessions and post incident learning reviews.
. Develop team capability in troubleshooting, service management, network analysis and stakeholder communication.
. Support workload prioritization during periods of high incident demand.
. Delegate activities based on risk, complexity, urgency and engineer capability.
. Encourage ownership, collaboration and continuous improvement across integrated support teams.
. Act as an escalation point for technical, process and supplier related issues.
. Support service leadership with resource planning, operational reporting and resolution of day to day delivery concerns.





The contract's supervisor and service manager descriptions include team guidance, delivery standards, training, workload management, status reporting, process development and escalation of critical issues.
12. Reporting and Executive Communication

. Prepare monthly service reports covering incidents, recurring issues, improvement activities, technical achievements, risks and upcoming changes.
. Communicate the value delivered by the telecom and network operations team.
. Provide clear updates during high impact incidents without unnecessary technical jargon.
. Produce technical call summaries, incident recaps, change notices and stakeholder notifications.
. Translate technical events into business impact statements suitable for senior stakeholders.
. Report material operational risks and unresolved supplier dependencies.
. Ensure reports are accurate, evidence based and suitable for governance review.
. Maintain action logs and follow up outstanding commitments with internal teams and suppliers.

Monthly reporting of achievements, value added contributions and upcoming Mobility activities is explicitly included in the SWAT responsibilities. Incident, major incident and change communications are also included throughout the support scope.

Mandatory Experience: -
The successful candidate should demonstrate:

. A minimum of 10 years' experience in enterprise telecom, network engineering, network operations, infrastructure operations or a closely related discipline.
. Significant experience supporting large, business critical, geographically distributed production environments.
. Strong operational experience with enterprise routers, switches, firewalls, VPNs and network security technologies.
. Advanced troubleshooting experience across multiple infrastructure and application layers.
. Practical experience using packet capture or network sniffer tools for protocol level troubleshooting.
. Experience with multiple routing protocols and complex interconnected networks.
. Experience leading high priority incidents and coordinating technical recovery across multiple resolver groups.
. Experience working with external telecom providers, managed service suppliers and third party technology vendors.
. Experience conducting Root Cause Analysis and managing corrective and preventive actions.
. Experience assessing, planning and supporting infrastructure changes, migrations and implementations.
. Experience reviewing network architecture and technical designs.
. Experience producing detailed technical, operational and process documentation.
. Experience supporting 24x7 production services and participating in on call arrangements.
. Experience leading technical meetings and communicating with both technical and non-technical stakeholders.
. Working knowledge of Unix/Linux and Windows operating environments.
. Strong proficiency with Microsoft Office applications and network diagramming tools such as Visio.

The contract's network engineering description calls for senior Cisco router, switch and firewall expertise, Unix/Linux and Windows knowledge, packet level troubleshooting, routing protocol experience, network design, documentation, project management and international team experience.

Preferred Experience
The following experience would be advantageous: -

. Retail, forecourt, payment, loyalty, mobility or E Mobility technology environments.
. Payment related or PCI controlled network environments.
. Global multi-site connectivity supporting large numbers of distributed locations.
. Major Incident Management within an ITIL aligned service organisation.
. ServiceNow or a comparable enterprise service management platform.
. Network and application monitoring platforms such as SolarWinds and Dynatrace.
. Zscaler or comparable secure access and network security services.
. Data centre network infrastructure and controlled third party access.
. User Access Management processes for external or business critical applications.
. Operational support for services spanning network, site systems, payment platforms, loyalty platforms and central applications.
. Supplier performance management within a multi-vendor operating model.
. Project management or technical workstream leadership.
. Network automation, operational analytics or monitoring automation.

These preferences reflect technologies and operational activities directly named in the scope, including SolarWinds, Dynatrace, Zscaler, ServiceNow related ticketing, data centre access, UAM and multi supplier service integration.

Technical Competencies: -
. Enterprise routing and switching
. Firewall and network security management
. VPN and secure connectivity
. Packet capture and traffic analysis
. Network architecture and design review
. Telecom and carrier service operations
. Network and application monitoring
. Incident and Major Incident Management
. Problem Management and Root Cause Analysis
. Change and release risk assessment
. ServiceNow or equivalent ITSM platforms
. Unix/Linux and Windows operating systems
. Technical documentation and network diagrams
. Data centre network operations
. Third party access and infrastructure governance
. PCI and information risk support
. Supplier and vendor technical management
. Operational reporting and service improvement

Behavioral Competencies

. End to end ownership: Takes accountability from issue identification through service restoration, documentation and preventive action.
. Calm under pressure: Leads complex technical situations effectively during high impact incidents.
. Analytical thinking: Uses technical evidence and operational data to isolate faults and validate conclusions.
. Attention to detail: Maintains accuracy across configurations, tickets, communications and technical documentation.
. Stakeholder awareness: Adapts communication to technical teams, suppliers, service managers and business leadership.
. Supplier assertiveness: Challenges suppliers constructively and drives delivery against agreed obligations.
. Collaboration: Works effectively across geographical, organizational and supplier boundaries.
. Decision making: Makes risk based technical and operational decisions with incomplete but evolving information.
. Continuous improvement: Identifies recurring weaknesses and converts operational learning into sustainable improvements.
. Communication: Produces clear, concise and professional written and verbal communications in English.
. Leadership: Coaches team members, establishes standards and creates clarity during complex situations.
. Customer and business focus: Understands how telecom and infrastructure disruptions affect retail sites, customers and business services.

Preferred

. Cisco professional level certification or comparable enterprise networking certification.
. ITIL Foundation or higher mandatory.
. Network security or firewall certification.
. Cloud networking certification.
. Project management or Agile delivery certification.

Required qualifications to be successful in this role:

Education and Certifications
Essential
. Bachelor's degree in computer science, Information Technology, Telecommunications, Electronics, Engineering or an equivalent technical discipline.

. Equivalent significant professional experience may be considered where permitted by the organization's recruitment policy.

Skills:

- Implementation management
- Incident Management
- Network Architecture
- Problem Management
- Stakeholder management

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.

📌 Senior Mobility Telecom, Network Operations & Major Incident Lead (Bengaluru)
🏢 CGI
📍 Bengaluru