Sr Support Analyst

Position Description

Company Profile:

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.

Job Title: Support Analyst- Sr. Support Analyst / Lead

Position: Support Analyst- Sr. Support Analyst / Lead

Experience: 2.1-5 years

Category: IT Infrastructure

Main location: Mumbai

Position ID: J0726-1476

Responsibilities

Direct Responsibilities

• Monitor application health, consumption, and performance; propose and implement optimizations.
• Perform regular functional deliveries, releases, and post‑deployment after‑care.
• Maintain an up‑to‑date knowledge base and capture lessons learned from incidents.
• Triage, prioritize, and track incidents, problems, and service requests in ServiceNow & Jira.
• Act as escalation point for complex issues; coordinate with development, architecture and third‑party vendors.
• Lead root‑cause analysis (RCA) and post‑incident reviews; drive corrective and preventive actions.
• Deploy releases using CI/CD pipelines (Bitbucket, Git, Jenkins, Ansible, Terraform, Kubernetes, Docker).
• Participate in RFC review, impact analysis, testing, and rollout; ensure release‑readiness checklists are met.
• Identify and remediate security vulnerabilities, support audit and compliance activities.
• Implement hardening and patching processes (including weekend operations)
  
  

Contributing Responsibilities

• Detect recurring issues; develop automation scripts (Shell, PowerShell, Python) and knowledge‑base articles.
• Contribute to process enhancements, incident classification, and performance‑optimization initiatives.
• Manage housekeeping, upgrades, installation, backup/restore & adherence to DR plans to ensure smooth functioning of existing systems.
• Coach and mentor fellow team members, share skills and expertise as required.
  
  

Technical & Behavioral Competencies

• hands on knowledge on SQL, UNIX/Linux, windows
• Knowledge of DevOps (must have Ansible) is required
• Working experience with job‑scheduling and automation tools – Autosys or similar.
• Proficiency in monitoring and application‑performance tools – Dynatrace or comparable.
• Scripting/Programming skills (Shell, Python) to develop automation and utility scripts.
• Strong analytical and root‑cause investigation skills; able to diagnose complex production issues quickly.
• Proven ability to work effectively in a virtual, globally distributed team, coordinating across time zones and cultures.
• Proactive mindset – identifies improvement opportunities, drives automation, and follows up on preventive actions.
• Excellent written and verbal communication; can translate technical details into clear business‑friendly language for stakeholders at all levels.
  
  

Specific Qualifications:

• Minimum 3 years of hands‑on experience in application production support, and Unix/Linux environments.
• Prior experience supporting critical applications in a financial services or banking environment is required.
• Working knowledge of ITIL/ITSM processes (Incident, Problem, Change, Release Management).
  
  

Skills Referential (Required Knowledge, Skills And Abilities)

Technical Skills:

• Operating Systems: Linux, Windows a plus
• Servers & Middleware: Apache, Tomcat, IBM MQ, CFT, FTS
• Databases: Oracle, SQL Server
• CI/CD & IaC: Bitbucket, Git, Jenkins, Ansible, Terraform, Kubernetes, Docker
• Scripting: Shell, PowerShell; Python a plus
• Scheduling: Autosys
• Monitoring & Observability: Dynatrace, OpenSearch
• Service Management: ITIL, ServiceNow, Jira
• APIs: REST, SOAP
• Reporting: MSBI, Business Objects
  
  

Behavioral Skills:

• Rigorous & detail‑oriented
• Proactive and autonomous
• Strong analytical and troubleshooting mindset
• Service‑oriented with a focus on end‑user experience
• Excellent written & verbal communication; ability to translate technical issues for business audiences
  
  

Education Level: Bachelor's degree or equivalent

Location: Mumbai

Life at CGI:

It 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.

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

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.

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.

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

---