Service Delivery Lead – Cloud Operations (Incident/Problem Management)

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Service Delivery Lead – Cloud Operations (Incident/Problem Management)

@ CGI

Position Description:

• We are seeking a Service Delivery Lead – Cloud Operations (Incident/Problem Management) to join our CGI team!
• This is a full-time career opportunity to work on a highly visible transformation (Infrastructure services) projects for one of our long-standing government clients! This role applies deep technical expertise to the design, implementation, testing, and ongoing support of AWS services.
• This position can be located remotely anywhere in the US; however, the preferred locations are one of our Onshore Delivery Centers: Troy, AL; Lafayette, LA; Wausau, WI; Knoxville, TN; Mobile, AL; Belton, TX; or Lebanon, VA. This role is to be completed in a hybrid capacity.
• CGI anticipates accepting applications for this position through February 6, 2025.

How we’re transforming Government:

• We use technical expertise and secure solutions to help government reinvent the ways of working to improve citizen services and increase efficiency. Our work helps civil entities provide services transparently and with fewer resources.

Your future duties and responsibilities:

How you'll make an impact:

• As part of a project team, you will lead day-to-day Service Management activities for the Cloud Operations team including but not limited to Project, Request, Incident, Problem, and Change Management activities, including the management of document deliverables and supporting the relationship between CGI and the client.
• The duties and responsibilities include, but are not limited to, the following:
• Operations Project, Request, Incident, Problem, and Change Management activities:
• Leads cloud infrastructure implementation and maintenance projects
• Leads Operations Request, Incident, and Problem Management activities to ensure timely and effective delivery of service in compliance with Service Level Agreements (SLA) and contractual requirements
• Serves as internal and external escalation point for day-to-day Ops issues
• Shares Off-hours on-call Incident Manager Responsibilities and coordinates Major Incident Management activities both on and off-hours
• Supports Problem Management activities, leading technical team members in identifying Root Causes and Corrective Actions and ensuring they are properly captured in Incident and Problem Reports; ensures Corrective Actions are implemented
• Participates in internal change management meetings, ensuring new work is planned, documented, and communicated to/from other groups, including client
• Coordinates off-hours operations activities in support of major releases and system/service implementations

Leads Operations Service Level Management Activities:

• Closely monitors Operations Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identifying and analyzing gaps to produce plans of action for ensuring compliance with contractual requirements
• Coordinates the development and maintenance of Operations documentation including the Operations Plan, Operations Manual and other contractual Deliverables:
• Works with clients to understand deliverable expectations; captures these in Deliverable Expectation Documents (DEDs)
• Works with Operations Project Manager to maintain deliverable schedules within Ops Schedule
• Assists Operations Deliverable owners with development of Deliverables and ensures internal peer reviews and client walk-throughs are completed
• Ensures deliverables meet CGI standards in terms of completeness of information and quality of writing
• As needed, supports Project Management (e.g. schedule updates and reviews) and Risks and Issue Management activities for Operations.

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Qualifications:

Required qualifications to be successful in this role:

What you'll bring:

• 5 years relevant business experience, managing one or more areas of infrastructure operations
• Experience managing cloud infrastructure implementation and operations
• Experience supporting external account / customer relationships
• Excellent written and verbal communication skills and an ability to listen actively
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan
• Excellent presentation skills
• Excellent Analytical skills

Desired Qualifications/Non-essential Skills:

• PMP/ITIL or similar project or service management certification
• Experience delivering managed/outsourced IT services
• Knowledge of Industry Sector (Social Services)
• Familiarity with Atlassian (Jira, Confluence, Bamboo, Bitbucket) and other DevOps tools
• Familiarity with AWS, Local and Wide area networking technologies, Unix operating systems, and middleware
• Experience supporting fast-paced development environments utilizing Agile, SDLC and/or other systems development methodologies
• Ability to communicate complex technical information to less technical staff (e.g. CGI management and client staff)
• Experience working in an outsourced/managed services environment with some client-facing responsibilities (e.g. technical discussions with the client)

Skills:

• Configuration Management
• Customer QoS/SLA Management
• Incident Management
• IT Service Management
• Problem Management

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How to Apply:

Apply online at https://cgi.jobs/locations/lafayette-la/jobs/ 

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