Operations Support - Lead

Job Order: J0613-1251 - Permanent Full Time
Title: Operations Support - Lead
Category: Information Technology
City: Troy, Alabama, United States

Job Description: Operations Support - Lead

Shift description
These positions would each be part of a two-person team working 10 hr shifts (7 pm CT to 5 am CT) with 8 days on, 6 days off. All members in office each Wednesday.
Position Description
Candidate with 5-7 years experience in UNIX/LINUX environment to provide in-office day-to-day production support for client in AK and western timezone (7 pm CT to 7 am CT). . The candidate will have direct and daily contact with the clients and will support clients in all production operations activity including problem resolution, cycle support and configuration management related to their specific operations. The individual must pay close attention to detail and the surrounding implications of all actions, be able to multi-task, and be independent and self-motivated with the desire and work ethic to thrive and excel in a non-traditional work environment.

This is a 24/7 Production operations support group that runs cycles for multiple clients on a nightly, weekly and monthly basis. The team also deals with troubleshooting, configuration management and monitoring. Team has rotating on-call and maintenance responsibilities and will be supporting our Alaska client in their timezone including monitoring of overnight processing, weekends, and the possibility of holiday support.

Responsibilities will include:

- Strong ability to manage, support and mentor operations team members to ensure that client activities are in scope and are completed efficiently and accurately according to standards, contractual obligations and Service Level Agreements.

- Manage staff to provide appropriate and essential coverage and follow through for all client events and service requests

- Provide administration of accurate time reporting, member expectations and evaluations as well as vacation scheduling to maintain coverage needs at all times

- Complete familiarity with the clients' day-to-day details such as batch processing cycles, maintenance windows, change control processes, database refresh planning, performance monitoring, environment and application security, and adherence to Service Level Agreements.

- Provide coverage and follow up for all client issues. tickets, and service requests

- Work with teams on coordination for all Production deployments that impact clients. This includes communicating implementation schedules, coordinating testing and verification contacts, acting as client contact during deployment and ensuring client signoff of all changes into the Production and Non-Production client environments

- Identify and communicate issues that have the potential for escalation

- Work with data center personnel and application team as needed to support their efforts on the clients' behalf .

- Help Managed Services team deliver on overall strategic vision and assist with mentoring new team members
Skills Required

Bachelor's degree or equivalent and 5-7 years of infrastructure or operations experience in a UNIX/LINUX/Wintel environment

Required/Desired required

- Experience leading a small team providing technical/operational support

- Knowledge of Shell scripting, Oracle and/or MS SQL Server, Perl and/or Visual Basic (Experience a plus)

- Knowledge of the configuration management process including implementation and tracking of migrations to client environments

- Knowledge of automated job scheduling tools.

- Practical problem solving and strategic thinking skills; critical thinker with excellent judgment and initiative.

- Familiarity with a multi-tiered architecture and network connectivity

- Understanding of adhering to contractual Service Level Agreements.

- Strong commitment to maintaining professional, trusted client relationships

- Strong interpersonal skills, including the ability to work across the organization and interact effectively at all levels of management and peers.

- Ability to take responsibility/ownership for decisions, seeking advice where appropriate

- Strong written and oral communication skills. Ability to provide clear, effective communication regarding technical issues and impact to client business

- 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.

- Flexibility to work with clients and support teams across time zones.

- Comprehensive knowledge of Microsoft Office Products

# of Years Experience 5-7 years of infrastructure or operations experience in a UNIX/LINUX/Wintel environment 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 69,000 professionals located in 40 countries. 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.

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.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

Skills
- Linux
- Unix
- Communication (Oral/Written)
- Shell Script
- Wintel/Windows Server

Reference: 263345