PEGA - Senior Application Support Lead Analyst 7-10 Yrs

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.

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Position: Senior Application Support Lead Analyst

Experience: 7 – 10 Years

Category: Application Support / PEGA Support

Shift: Rotational Shifts / Weekend Support as Required

Main Location: India

Position ID: J0526-2237

Employment Type: Full Time

Education Qualification:

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field with relevant industry experience.

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Position Description:

We are seeking an experienced PEGA Application Support Lead Analyst with strong expertise in PEGA applications, SQL/Oracle databases, and production support operations. The ideal candidate will be responsible for incident management, problem resolution, release support, root cause analysis, and ensuring application stability in production environments. The candidate should possess excellent troubleshooting abilities, strong communication skills, and the ability to work independently in a fast-paced support environment.

Your future duties and responsibilities

• Provide L2 application support for PEGA-based applications in production environments.
• Manage incidents, service requests, and problem tickets to ensure timely resolution within SLA.
• Perform root cause analysis (RCA) and implement preventive measures to avoid recurring issues.
• Support production releases, deployments, and post-release validations.
• Monitor application performance and proactively identify potential issues.
• Collaborate with development, infrastructure, and business teams for issue resolution.
• Participate in code walkthroughs and review meetings.
• Analyze application workflows and understand end-to-end business processes.
• Create and maintain support documentation, knowledge articles, and operational runbooks.
• Coordinate with stakeholders and business users during critical incidents and escalations.
• Handle complex production issues while minimizing business impact and downtime.
• Ensure compliance with support processes, incident management procedures, and SLA commitments.
• Continuously learn and adapt to new technologies based on project requirements.
  
  

Required Qualifications To Be Successful In This Role

Must-Have Skills:

• 7 – 10 years of experience as a PEGA Developer and/or Production Support professional.
• Strong hands-on experience with PEGA applications and support activities.
• Strong knowledge of SQL and Oracle Database.
• Experience in Incident Management, Problem Management, and Release Support.
• Hands-on L2 Application Support experience.
• Strong troubleshooting and root cause analysis skills.
• Ability to work independently and take ownership of support activities.
• Experience handling critical production incidents and major issue resolutions.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Willingness to work in rotational shifts and provide weekend support when required.
  
  

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Good-to-Have Skills:

• Experience in the US Healthcare domain.
• Knowledge of ServiceNow for incident and ticket management.
• Experience with monitoring and observability tools such as Splunk and Dynatrace.
• Exposure to ITIL processes and best practices.
• Experience with performance monitoring and application optimization.
• PEGA Certification is an added advantage.
  
  

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.

Come join our team—one of the largest IT and business consulting services firms in the world.

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