Members of the Operation Control Center (OCC) team provide onsite support on a 24x7x365 basis. He will be responsible of the first level of support. He is responsible of monitoring and following up of systems/servers, must be vigilant and proactive in order to avoid or minimize any incident. He is also the owner of all incidents and request that are assigned to him and must react quickly to solve them and reestablish the service. If need be, he must escalate to the second level of support to make sure that the resolution time is respected.
Your future duties and responsibilities
From time to time, will work jointly with the support L2 3 to solve some technical problems or set up new services.
Together with the supports, he will participate to deployments, upgrades and various tests.
The person who will obtain this post will join a young and dynamic team which supports multiplatform environments and multi customers.
Server Monitoring
First Level of support
Take charge of the incident and perform investigation in less than 15 min.
Resolution of incidents through the use of documented procedures and coordination of recovery activities with other support teams if needed.
Engage Incident management and supports teams if necessary to ensure that incidents are resolved in a timely manner within the timeframes (warm transfer with certain clients when necessary).
Participate in Incident Review meetings
Creation of tickets for incidents detected manually
Execute and log daily activities within a daily checklist/shift log
Perform daily reboots of various Wintel servers on a regular schedule in the Production environment.
Perform weekly reboots of specified servers in the Non Prod Environment
Create changes as per schedule for patching
Deploy automated patches as per schedule (OS and application).
VM server creation or changes
Backup, upon notification failures, rerun job as per documentation, resolve incident or escalate to support teams.
Incident Management
Resolution of incidents and job failures through the use of documented procedures and coordination of recovery activities with other support teams (Application, Technical, Client, Vendors, etc)
Engage Incident management team and Service Delivery Managers as necessary to ensure that incidents are resolved in a timely manner.
Document incident recovery activities by updating/closing tickets on a regular basis
Prepare incident reports detailing recovery actions and process improvements
Participate in Incident Review meetings
Problem Management
Analyze ticket data to proactively detect incident trends/problems
Coordinate with support teams to investigate/resolve problems once they have been detected
Engage the Problem Management team as required to assist with investigation/resolution activities for more serious/complex problems
Participate in problem review meetings and assist with implementing proposed solutions
Change Management
Coordinate scheduling of maintenance activities and change requests with other Client/Internal teams
Provide formal approval of scheduled activities within multiple ticketing systems for audit and workflow purposes
Execute scheduled maintenance activities, service requests and change requests as necessary/requested
Resolve incidents resulting from maintenance activities/change requests by working with change coordinators/clients as necessary
Update and close records after work has been performed and provide status updates back to change coordinators
Security
Perform console management for centrally managed solutions of endpoints security (e.g. antivirus, antispam, encryption, etc.)
Utilizes software and hardware tools to diagnose and resolve security incidents following agreed upon procedures;
Maintains operational documentation
General
Represent Operations in conversations with other Client/CGI teams in meetings
Suggest improvements to internal support procedures
Develop and maintain internal support documentation, checklists, shiftlogs, etc
Prepare metrics showing the quantity of jobs executed, tickets opened, etc for use by management in monthly dashboard reports
Monitor and maintain ticketing queues within multiple systems
Required Qualifications To Be Successful In This Role
Requirement:
Must be able to learn easily, flexible, able to work simultaneously with many customers (various technologies), good knowledge in the following tools or platforms:
Mainframe
AS400
Control M, batch monitoring.
ServiceNow
Network, etc.
CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $40,000–$70,000. This role is an existing vacancy
- Work on shift 24/7 (weekend included).
- Compressed schedule 3 days a week but may change according to the needs;
- Must remain in the position for a minimum of two years prior to a transfer (but possible to move in the team).
- Education and Experience:
Computer Science Technology Diploma (DEC or equivalent in T1).
Sociable, flexible, and able to work as a team.
Experience Not Required.
Bilingual (French and English)
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.
At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.
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.
To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.
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