Incident Management Consultant

Phoenix, AZ, United States

Position Description

As Major Incident Specialist in CGI, your involvement in the achievements of the team's objectives is to contribute to:

Ownership of the Major Incident Management process (as defined by the Information Technology Infrastructure Library – ITIL) and will drive improvement year over year. This person will provide direction, process, definitions, and support technologies to ensure that standardized methods and procedures are used for efficient and prompt handling of all incidents. The goal of Major Incident Management is to minimize the impact of any related incidents upon service across internally managed and vendor-managed systems. Primary responsibilities of this position include oversight of the CGI Infrastructure Support personnel who are responsible for the actual hands-on delivery of services. This role must be based remotely within the United States. The individual who fills this role is responsible for managing outcomes and results. The activities that this individual will oversee include:

Your future duties and responsibilities

Support Major Incident Management processes,

Drive Incident Management resolution, by facilitation of technical bridge throughout the event lifecycle

Document fix actions and provide detailed summaries to Client Delivery Representatives and CGI Executive Leadership

Through internal tools and processes constantly, communicate with Team Members, Technical Support Team, Client Delivery, and CGI Executive Leadership.

Establish best practices and processes for managing Major Incidents in the areas of quality. Manage operational compliance with terms and conditions through SLAs, KPIs, etc. Find problems. Own results. Make improvements.

Advising senior management on the following during the incident lifecycle:

Perform Notification and Performance of the process

Identify Significant trends and recommended actions

Provide future recommendations for tool and process improvements

Anticipate areas where potential issues with may arise, develop action plans to avoid those issues

Fundamentally improve the value equation for delivery of IT capabilities – across the entire IT department

Contribute your ideas! Conceive, propose, and be prepared to execute your best ideas to move the entire Infrastructure organization forward

Required Qualifications To Be Successful In This Role

Essential knowledge/skills/experience in this role:

3-5 years in IT support environment (helpdesk experience, network or server administrator, etc).

College degree or equivalent experience in IT domain.

Facilitation or Presentation training.

Good knowledge of Windows platforms, UNIX, Mainframe and AS/400 knowledge is an advantage.

Good knowledge of network technology (TCP-IP, Token-ring, etc).

Good knowledge of MS-Office and Visio.

Knowledge of a Service Management Tool Suite

Track record of building relationships within and across teams and with external partners/vendors

Ability to motivate others to complete and agreement or assignment that is mutually beneficial

Demonstrated ability to drive change through influence without direct management authority

Self-starter with high energy to meet the needs of a demanding business and IT environment

Problem-solving ability

Ability to multi-task with outstanding organizational skills

Outstanding negotiation and conflict resolution skills

ITIL certification is highly preferred

Candidate must have extremely strong leadership skills along with strong analytical skills.

Excellent communication skills (both written and oral)

Responsibility includes 7/24 rotation schedule, including nights and weekends

Responsibilities/Key Accountabilities

Manage and facilitate, unresolved severity 1 and 2 incidents / requests referred to internal and external support teams until resolution and provide regular updates to various clients and all levels of CGI Leadership

Provide outage notifications (e-mail, e-page, and phone) to CGI and its client’s executive management during major outages.

Participate on Incident Review sessions for various accounts.

Provide on-going support on technical and procedural issues.

Communicate with Customer (written, verbally, face-to-face).

Perform various clerical tasks.

Desired Qualifications/Non-essential Skills Required

ITIL Certification

“CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $60,300 - $160,200.”

At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:

Competitive base salaries

Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category

401(k) Plan and Profit Participation for eligible members

Generous holidays, vacation, and sick leave plans

Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;

Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected]. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned .

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

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