Problem Manager
CGI
Lisboa, Portugal
há 4 dias

Position Description :

CGI is looking for a Problem Manager to join our team.

Your future duties and responsibilities :

  • Ensure day-to-day quality of service of live applications to end-users by :
  • o Resolving incidents

    o Answering user requests

    o Monitoring production environments

    o Developing a good understanding of the existing application (functional and technical)

    o Ensure daily communication & transition with teams from other time zones

    o Definition of Alerts to monitor production

    Contribute to the setup of the Lisbon Team (Process, Tools, Efficiency, )

    Current Team is deployed in Lisbon (Portugal), Montreal (Canada) and Chennai (India).

    This position implies :

  • o On Call Duties to cover for eventual incident that may occur between Paris / Lisbon end of day (7.00pm CET) and Paris / Chennai start of day (9 : 00am CET) ;
  • o On Call Duties to cover for eventual incident that may occur on weekends

    o Participation in planed technical validations during weekend.

    Helpdesk

    o Understand the application landscape, develop expertise of the application / s and understand various interfaces involved

    o Answer user requests and manage incidents , including target days

    o Define new practices / processes when needed; Write new procedures and ensure their collective ownership.

    o Contribute to checking’s & validation of production changes and application restart

    o Ensure daily communication & transition with Montreal and Chennai teams.

    Incident Management

    o Manage incidents according to Service Delivery ITIL Standards, and in coordination with other teams, including production teams.

    o Re-instate services as soon as possible whenever an incident occurs

    Service Level Management

    o Monitor environments and KPIs

    o Suggest changes, improvements so as to continuously improve global level of service

    o Validate changes onto production

    Problem Management

    o Identify recurring Issues and service Request and define action plans to reduce them

    Required qualifications to be successful in this role :

    Qualifications :

    o First class Graduate in any discipline (Computer Science preferred) from a reputed university with a good background of software development

    o Good understanding of the ITIL norm and practices (desirable)

    Domain / Technical :

    o Knowledge and / or experience of the financial services industry

    o Technical competency in the following :

    o Good understanding of SQL

    o Working experience with Unix and its standard command (desirable)

    o Basic knowledge of WebSphere TX (desirable)

    o Basic knowledge of Java (desirable)

    o Experience and ability to perform both technical and functional analysis and identify impacts (mandatory)

    o Experience of working with applications with many interfaces to other applications

    Others :

    o Good interpersonal skills

    o Excellent communication skills

    o Mandatory to be fluent in English (daily working language with worldwide customers)

    o Ability to work with pressure

    Skills :
  • ITIL
  • Unix
  • What you can expect from us :

    Insights you can act on

    While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

    When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes.

    We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of.

    This has been our Dream since 1976, and it has brought us to where we are today one of the world’s largest independent providers of IT and business consulting services.

    At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities.

    As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

    Ready to become part of our success story? Join CGI where your ideas and actions make a difference.

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