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CGI Group Inc.

At CGI, we're committed to helping all of our stakeholders succeed. Our 31,000 professionals in 125 offices worldwide provide end-to-end IT and business process services that facilitate the ongoing evolution of our clients' businesses. CGI is committed to helping our clients achieve their business goals; to providing our professionals with rewarding careers; and to offer Read More

Address      Birmingham 2200 Riverchase Center, Suite 680 Birmingham, AL 35244
Website      www.cgi.com/
Holding      No Holding Details

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Operations Support Lead

The Trade360, SaaS application team has a full-time opening for an Operation Support Lead. The Trade360 Suite of Applications are deployed in CGI data centers and accessed by clients around the world, 24x7 x 365.


- Deep technical troubleshooting skills that involves multiple 3rd party components (such as Oracle, networking, MQ)
- 3-6 years of Object Oriented coding experience: PowerBuilder Application Development & Java Application Development preferred
- Strong SQL skills including performance tuning. Must have supported SQL, not looking for a SQL Developer though.
- Experience with Oracle databases
- Standard Office productivity tools - Excel, Power Point, Word, Share Point, MS Project
- Solid experience with Weblogic and Apache
- Solid experience with Business Objects XI portlets

Any experience with the following 3rd party software:
- Citrix XenApp
- FileNet

Our applications are mission critical systems to CGI clients, requiring the highest service levels. The Application Support Team is responsible for the day to day operations of the Trade Hosted Applications (Trade360 and TradeFlow) as well new client implementation, technology upgrade, and improvement projects. Due to the global nature of the business and the clients, the Application Support team is spread across the globe as part of a follow-the-sun operation. The Application Support Team is responsible for the following service areas:

• Ticket Management
• Service Request Management
• Issue List Follow-up
• Incident Management
• Change Management
• System Availability Management
• Batch Set-up and Maintenance
• Environment Support
• Deployment Scheduling and Execution
• DR Testing
• Asset Management
• Staff Management
• Capacity Management

The Trade360 Operations Lead will oversee the steady-state components of application support. This person will participate as a member of the team (80%) in addition to providing leadership and senior technical expertise (20%). As a member of the team, this person will work with clients to resolve production issues, develop fixes to resolve outstanding code defects and work with fellow team members. As the leader of the group, this person is responsible for reporting status, risks, and mitigations of current steady state operations including staff capacity, service levels, ticket trends, and incident resolution and follow-up up to the Application Support Manager.

The team consisting of total 16-20 members to provide support for our hosted SaaS across eight client and support environments.


- Overall responsibility to ensure resolution of client incidents, tickets, and service requests according to SLAs
- Proactive in engaging team members to ensure speedy resolution of issues.
- Be familiar with the clients day-to-day details such as maintenance windows, change control processes, weekly status meeting timings, timings of other relevant recurring meetings and non-standard Service Level Agreement.
- Ensure resolution/completion of assigned client tickets and service requests according to SLAs/
-Participate in On Call Manager Rotation, acting as Primary point of contact for all SEV1/SEV2 tickets as well as providing communication, status, reporting, and follow-up of any issues occurring during the on-call rotation period.
-Must be able to support production outside normal business hours (including weekends) – sometimes with little or no notice
-Attends regular (weekly) client status meetings.
-Able to proactively manage and drive to completion multiple simultaneous tasks based on priorities and due dates– such as tickets, service requests, and general day to day work with limited guidance.
- Assist application leads and our Service Desk with correct tickets/task prioritization.
-Provide 24/7 escalation coverage for all issues (Tickets, Service Requests, Projects)
-Provide oversight/guidance to FSG and supporting teams during SEV1/SEV2 Incident Management 24X7X365
- Ensure proper communication with the Trade360 SDMs and appropriate notification/approval from to clients on T360 infrastructure, application, and procedural changes.
-Responsible for accuracy of monthly client SLA reports.
-Responsible for meeting the ASP and SLA components of the client contract
-Able to occasionally review and provide feedback for new client change requests as well as internal design documents to identify possible production impact
-Responsible for evaluating ongoing support problems and to develop long-term plans for support improvements as well as assisting the in the resolution of escalated issues.
-Provide weekly production status report to management
-Interact with the Trade360 Release Managers to ensure smooth transition of new software releases into the production environment.

-Bachelor's degree or equivalent and 5-10 years of experience in IT infrastructure related field.
-3 to 5 years of leadership experience in information technology, including at least two years as a lead on a large, complex project.
- 3 years of infrastructure or Operations experience (Application Services Provider environment preferable); ability to identify and plan improvements to processes and/or services
- Experience in Incident Management and Problem Resolution techniques.
- Time management, attention to detail, expectation setting and organizational skills to provide solid service management. Ability to work on own initiatives with minimal management supervision.
- Experienced making decisions in difficult situations. Ability to take responsibility/ownership for decisions, seeking advice where appropriate
- Practical problem solving; critical thinker with excellent judgment and initiative.
-Deep technical troubleshooting skills that involves multiple 3rd party components (such as Oracle, networking, MQ)
- Know when to escalate tickets to ensure SLAs are met
- Able to train new junior members on the solution and team standards
- Able to work independently with limited guidance
-Able to integrate and work well with geographically disperse team members
-Excellent communication skills - able to interact with clients, fellow Application Support team members to provide updates, resolve issues, etc
-Strong leadership skills; ability to build relationships and influence cross functional teams; motivating team members to achieve effective performance results
-Strong coaching and mentoring skills on client management techniques, project planning, and message delivery
-Strong interpersonal skills, including the ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers.
-Flexibility to work with clients across the globe.
-Comprehensive knowledge Microsoft Office Products including Word, Excel, and PowerPoint.
-Any experience in Trade, Credit, or Collections a plus
-Strong written and oral communication skills. Ability to provide clear, effective directives to team members


At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to professionals located in 125 offices worldwide. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.


Other Job Information

Vacancy type:

Full Time

Contact Mode:

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+1 205-403-8450

Contact Name:

not provided

Job Duration:

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+1 205-403-8400


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