SSE-IT SERVICE MANAGEMENT

Position Description.
Position Description Company Profile.
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 40 countries.
Founded in , 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.
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 40 countries.
Founded in , 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.
gi.
om.
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.
Job Title.
IT Service Management Position.
Senior Systems Engineer Experience.
3-8 years Category.
IT Infrastructure Main location.
Bangalore Position ID.
J Employment Type.
Full Time Qualification.
Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description.
• Minimum 3 years of experience in service management life cycle experience Incident Management, Change Management, and Problem Management are three key processes within IT Service Management (ITSM) frameworks like ITIL (Information Technology Infrastructure Library).
Each process plays a distinct role in ensuring the stability, reliability, and efficiency of IT services.
Here's a brief overview of each along with their respective job descriptions.
1.
Incident Management.
• Job Description.
• Respond to and resolve incidents reported by users or detected through monitoring tools within agreed-upon service levels.
• Log, categorize, prioritize, and assign incidents appropriately.
• Communicate effectively with users, stakeholders, and relevant teams to provide updates on incident resolution progress.
• Diagnose and troubleshoot technical issues, coordinating with technical teams when necessary.
• Ensure that incidents are resolved efficiently and effectively, minimizing impact on business operations.
• Identify and escalate major incidents as per defined procedures.
• Contribute to the continuous improvement of incident management processes.
2.
Change Management.
• Job Description.
• Evaluate and assess proposed changes to IT services, systems, or infrastructure to minimize disruption and risk.
• Review change requests for completeness, feasibility, and compliance with policies and procedures.
• Coordinate with stakeholders to assess the potential impact of changes on business operations.
• Develop and document change plans, including testing, implementation, and back-out procedures.
• Obtain necessary approvals for changes from the Change Advisory Board (CAB) or Change Management Committee (CMC).
• Communicate change schedules, risks, and impacts to relevant stakeholders.
• Oversee the implementation of approved changes, ensuring adherence to change plans and minimizing service disruptions.
• Monitor and review implemented changes to verify their effectiveness and address any issues that arise.
3.
Problem Management.
• Job Description.
• Identify and investigate the root causes of recurring incidents or systemic issues impacting IT services.
• Conduct thorough problem analysis, utilizing tools, data, and expertise to diagnose complex technical problems.
• Collaborate with incident management and other teams to gather relevant information and insights.
• Prioritize and categorize problems based on their impact and frequency.
• Develop and implement solutions, workarounds, or preventative measures to address identified problems.
• Facilitate problem resolution activities, coordinating with technical experts and stakeholders as needed.
• Document known errors, known solutions, and workarounds in the known error database (KEDB).
• Conduct trend analysis and reporting to identify patterns, emerging issues, and opportunities for improvement.
• Drive continuous improvement initiatives to enhance the reliability and stability of IT services.
Overall, professionals in these roles should possess strong analytical, communication, and problem-solving skills, as well as a solid understanding of ITSM frameworks and best practices.
They should also be adept at working collaboratively across teams and managing stakeholders effectively.
Your future duties and responsibilities Required qualifications to be successful in this role Behavioral Competencies.
• Proven experience of delivering process efficiencies and improvements • Clear and fluent English (both verbal and written) • Ability to build and maintain efficient working relationships with remote teams • Demonstrate ability to take ownership of and accountability for relevant products and services • Ability to plan, prioritise and complete your own work, whilst remaining a team player • Willingness to engage with and work in other technologies Note.
This job description is a general outline of the responsibilities and qualifications typically associated with the Virtualization Specialist role.
Actual duties and qualifications may vary based on the specific needs of the organization.
CGI is an equal opportunity employer.
In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation.
Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
Your future duties and responsibilities Required qualifications to be successful in this role Skills.
Incident Management IT Service Management Problem Management ServiceNow IT Service Mngt What you can expect from us.
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.
Come join our team—one of the largest IT and business consulting services firms in the world.