Senior Technical Incident Manager

CGI•Knoxville, TN

2d•Hybrid

About The Position

CGI is seeking an Senior Technical Incident Manager to support enterprise production systems within a fast-paced financial services environment. This role is responsible for monitoring the health and availability of cloud-based applications, responding to production incidents, and working with cross-functional teams to restore services as quickly as possible. The successful candidate will help troubleshoot infrastructure and application issues, analyze monitoring data, participate in incident response activities, and contribute to root cause analysis and continuous operational improvements. This position requires hands-on experience with AWS, enterprise monitoring tools, and IT service management processes. The ideal candidate is comfortable working in a 24x7 operational environment, communicating effectively with both technical and business stakeholders, and helping maintain reliable, highly available production systems.

Requirements

5+ years of experience supporting enterprise production environments or IT operations
Deep knowledge of and hands-on experience with multiple aspects of Amazon Web Services (AWS), including AWS services such as EC2, CloudWatch, CloudTrail, Route53, S3, ELB, Lambda, ECS, or RDS
Experience monitoring production applications using tools such as Splunk, Dynatrace, CloudWatch, SolarWinds, or similar platforms
Familiarity with Major Incident Management or Production Support processes
Ability to troubleshoot infrastructure and application issues across AWS environments
Working knowledge of Linux/Unix and Windows server administration
Experience using ServiceNow for Incident, Problem, and Change Management
Understanding of networking fundamentals including DNS, Load Balancers, SSL, VPNs, and firewalls
Strong analytical and problem-solving skills with the ability to quickly identify production issues
Excellent verbal and written communication skills with the ability to collaborate across multiple technical teams
Ability to work in a 24x7 support environment, including participation in an on-call rotation

Nice To Haves

Familiarity with observability concepts and tools, including OpenTelemetry, is a plus
Basic knowledge of Infrastructure as Code tools such as Terraform or CloudFormation is preferred
Exposure to financial services or other highly available enterprise environments is a plus
Basic scripting experience with PowerShell or Python is beneficial
AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate certification is preferred
ITIL Foundation certification is a plus
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience)