Sr. Support Analyst / Lead L3

Position Description:

Responsibilities
Direct Responsibilities
Provide day to day L1/L2 application production support, monitoring, incident identification and initial troubleshooting.
Own incident management from identification through resolution/escalation, ensuring accurate ticket updates and timely communication.
Support recurring incident analysis, RCA preparation and implementation of preventive activities.
Support application releases, pre/post deployment validation and production monitoring.
Validate inbound/outbound files and interfaces, investigate missing/delayed/failed transfers and coordinate with dependent teams.
Contributing Responsibilities

Technical & Behavioral Competencies
Production support & Troubleshooting
Incident/Problem/Change management ITIL, SLA adherence, RCA, P1 and P2 handling and release support.
Monitoring & Continuous Improvement Dynatrace monitoring proactive risk identification, automation and continuous improvement.
Communication & Collaboration Effective stakeholder communication, cross team coordination and structured escalation.
Specific Qualifications:
Must to have 5 7 years of experience in Application Production Support.
Experience in L1/L2 production support in critical enterprise environment.
Strong hands on experience in Unix/Linus, SQL/Sybase, Shell scripting
Knowledge of ITIL, Incident, Problem and Change Management.
Exposure to Dynatrace, Ansible, CI/CD and Jenkins is desirable.
Skills Referential (Required knowledge, skills and abilities)
Technical Skills:

. UNIX
. Unix Shell Scripting
. SQL
. Cloud/Terraform
. Dynatrace
. Ansible

Behavioral Skills:

. Ownership
. Accountability
. Problem solving
. Decision making
. Proactiveness

Education Level:
Location: ChennaiLife at CGI:
It is rooted in ownership, teamwork, respect and belonging. Here, youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction
Your work creates value. Youll 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
Youll shape your career by joining a company built to grow and last. Youll 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.

Skills:

• Dynatrace
• Infrastructure
• Terraform
• Unix
• Communication

What you can expect from us:

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.