Members of the Operation Control Center (OCC) team provide on-site support on a 24x7x365 basis.
They will be responsible for first-level support. They are responsible for monitoring and following up on systems/servers and must be vigilant and proactive in order to avoid or minimize incidents. They are also the owner of all incidents and requests assigned to them and must react quickly to resolve them and re-establish service. If needed, they must escalate to the second level of support to ensure that resolution times are respected.
From time to time, they will work jointly with the Level 2 and Level 3 support teams to resolve technical problems or implement new services.
Together with the support teams, they will participate in deployments, upgrades, and various tests.
Your future duties and responsibilities
The person selected for this position will join a dynamic team that supports multi-platform and multi-customer environments.
Servers Monitoring: First level of support.
- Take charge of incidents and perform investigations within less than 15 minutes.
- Resolve incidents through the use of documented procedures and coordination of recovery activities with other support teams when needed.
- Engage the Incident Management team and support teams, if necessary, to ensure that incidents are resolved in a timely manner and within established timeframes (including warm transfers with certain clients when required).
- Participate in Incident Review meetings.
- Create tickets for incidents detected manually.
- Execute and document daily activities using daily checklists and shift logs.
- Monitor backup activities and, upon notification of failures, rerun jobs according to documentation, resolve incidents, or escalate to support teams.
Incident Management:
- Resolve 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 the Incident Management team and Service Delivery Managers as necessary to ensure that incidents are resolved in a timely manner.
- Document incident recovery activities by regularly updating and closing tickets.
- Prepare incident reports detailing recovery actions and process improvements.
- Participate in Incident Review meetings.
Problem Management:
- Analyze ticket data to proactively identify incident trends and recurring problems.
- Coordinate with support teams to investigate and resolve identified problems.
- Engage the Problem Management team as required to assist with investigation and resolution activities for more serious or complex problems.
- Participate in problem review meetings and assist with implementing proposed solutions.
Change Management:
- Coordinate the scheduling of maintenance activities and change requests with Client and internal teams.
- Provide formal approval for scheduled activities within multiple ticketing systems for audit and workflow purposes.
- Execute scheduled maintenance activities, service requests, and change requests as necessary or requested.
- Resolve incidents resulting from maintenance activities or change requests by working with change coordinators and clients as needed.
- Update and close records after work has been completed and provide status updates to change coordinators.
- Maintain operational documentation.
General:
- Represent Operations in meetings and discussions with Client and CGI teams.
- Suggest improvements to internal support procedures.
- Develop and maintain internal support documentation, checklists, shift logs, etc.
- Prepare metrics showing the number of jobs executed, tickets opened, etc., for management monthly dashboard reports.
- Monitor and maintain ticket 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
- AS/400
- Control-M
- AutoSys
- Robot, etc.
- Work on shift 24/7 (weekend included).
o Compressed schedule 3 days a week but may change according to the needs;
o Must remain in the position for a minimum of two years prior to a transfer (but possible to move in the team).
o Education and Experience:
- Computer Science Technology Diploma or equivalent work experience in IT.
- Sociable, flexible, and able to work as a team.
CGI provides a reasonable estimate of the salary range for this position. The calculation of this range depends on various factors, including skill level, geographic market, experience, education, as well as professional licenses and certifications. Compensation decisions are based on the specific circumstances of each individual case. A reasonable estimate of the salary range for this position is between $35,000 and $65,000. This position is currently vacant.
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.
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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