About the role
Your future duties and responsibilities
Service Delivery & Operations
• Lead end-to-end production support delivery for one or more enterprise applications, ensuring high availability and operational stability.
• Own delivery against contractual SLAs, KPIs, OLAs, and customer commitments.
• Drive operational governance across Incident, Problem, Change, Release, and Service Request Management processes.
• Ensure effective management of Major Incidents, minimizing business impact and driving timely resolution.
• Establish operational dashboards and metrics to proactively monitor service health and identify improvement opportunities.
Team Leadership
• Lead and mentor multi-disciplinary production support teams across L2 and L3 support functions.
• Drive resource planning, workload balancing, shift planning, and on-call support.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Coach team members on operational best practices, root cause analysis, and customer communication.
Client & Stakeholder Management
• Serve as the primary operational contact for client stakeholders.
• Lead weekly operational reviews, service governance meetings, and executive status reviews.
• Present service performance, trends, risks, mitigation plans, and improvement initiatives to leadership.
• Build trusted client relationships through transparent communication and consistent delivery.
Operational Excellence
• Ensure compliance with established SLAs and operational KPIs, including:
o Incident Response & Resolution SLA
o Mean Time to Acknowledge (MTTA)
o Mean Time to Resolve (MTTR)
o First Contact Resolution (FCR)
o Change Success Rate
o Production Availability
o Backlog Management
• Lead Root Cause Analysis (RCA) activities and implement preventive actions.
• Drive automation initiatives to reduce repetitive operational tasks and improve service efficiency.
• Continuously improve runbooks, knowledge repositories, and operational documentation.
Transition Management
• Lead or actively participate in transitioning production support engagements from incumbent vendors.
• Develop transition plans, knowledge transfer schedules, operational readiness checklists, and risk mitigation strategies.
• Drive shadow, reverse-shadow, and hypercare phases while ensuring uninterrupted service continuity.
• Validate operational readiness before assuming full ownership.
Governance & Compliance
• Ensure adherence to ITIL processes and organizational governance standards.
• Maintain operational documentation, SOPs, runbooks, and knowledge articles.
• Identify operational risks and proactively implement mitigation plans.
• Support audit and compliance activities where applicable.
Required qualifications to be successful in this role
Must-Have Skills:
• 12+ years of overall IT experience.
• Minimum 5 years of experience managing enterprise production support or managed services engagements.
• Experience leading geographically distributed support teams.
• Proven experience managing 24x7 production support operations.
• Strong understanding of application support lifecycle and production operations.
• Strong experience with Incident, Problem, Change, Release, and Knowledge Management processes.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Experience supporting enterprise applications, APIs, databases, middleware, and distributed systems.
• Strong customer-facing and stakeholder management skills.
• Excellent communication and executive presentation skills.
• Proven ability to manage high-pressure situations and Major Incidents.
• Strong analytical and problem-solving capabilities.
• Experience driving operational transformation and continuous improvement initiatives.
Good-to-Have Skills:
• Experience transitioning production support engagements from another vendor.
• Understanding of cloud platforms such as AWS, Azure, or GCP.
• Knowledge of DevOps practices.
• Familiarity with monitoring and observability platforms such as Splunk, Dynatrace, AppDynamics, Grafana, Prometheus, or ELK.
• Exposure to Healthcare, Insurance, Banking, or other regulated industries.
• ITIL Foundation or ITIL 4 certification.
• Experience managing offshore and onsite delivery models.
• Knowledge of SRE practices, operational automation, and AIOps.
Success Metrics:
The successful candidate will be measured on:
• SLA compliance (>98%)
• MTTA and MTTR performance
• Major Incident management effectiveness
• Production availability and stability
• Customer Satisfaction (CSAT)
• Reduction in repeat incidents through RCA
• Backlog management
• Transition milestones delivered on schedule, where applicable
• Team engagement and retention
• Continuous service improvement outcomes
CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.