Mid L1 Application Support Specialist (Night Shift)

Mid L1 Application Support Specialist (Night Shift)

Position Description
CGI has an immediate need for an Mid L1 Application Support Specialist I to join our financial services team in one of our selected CGI locations. Due to the current COVID-19 status, candidates will not be required to work within the physical work location at this time. When COVID-19 restrictions are lifted, they will be required to be located within the proximity of the assigned CGI location.

This is an exciting opportunity to work in a fast-paced team environment supporting one of the largest leaders in the secondary mortgage industry. We take an innovative approach to supporting our client, working side-by-side in an agile environment using emerging technologies.

• We partner with 15 of the top 20 banks globally, and our top 10 banking clients have worked with us for an average of 26 years!
• We have over 73,000+ CGI Members in 40 countries and over 5k+ loyal Clients who are leveraging our end-to-end services across the globe

CGI is looking for an Application Support Specialist I to provide assistance, coordination, and communication in support of low complexity applications. This is a 24x7 environment, so candidates must be flexible to work any shift on any day, potentially including holidays.

Description
Application Support agents will manage tickets to resolution in a 24/7/365 environment using the knowledge articles and best practices or will escalate to higher tier support teams if a scripted resolution is not applicable. Support agents will also respond to requests and assist on the implementation of changes and tasks using guided instructions to perform the tasks.

Daily efforts will include performing scheduled actions or responding to automated alerts to maintain an application or other platform with a priority on the production environment and best efforts for lower environments. This includes but is not limited to the following:

• Troubleshooting stoppages
• Repairing bugs
• Documenting application performance
• Coordinating with technology and/or infrastructure management

Application Support agents will be expected to adhere to strict response and resolution SLA's, and utilize skilled technical writing when documenting resolution/triage steps and continually identify and assist with the implementation of automation and service improvements.

Your future duties and responsibilities

• Manage tickets to resolution in a 24/7/365 environment using knowledge articles and best practices.
• As a member of the Operations team, execute changes, runbooks and ITSRs and troubleshoot various issues across multiple platforms and applications.
• Eyes on glass monitoring of the health of applications as well as the underlying infrastructure. Proactively look for hardware, software, and environmental alerts or malfunctions.
• Perform analysis of data, using multiple application protocols including web, database, storage, supporting infrastructure such as DNS, LDAP, SSL, SMTP, and FTP and many other systems and technologies.
• Influence other technical teams on the calls and articulate troubleshooting steps effectively.
• Ensure appropriate functional and management escalation takes place as per the standards and procedures.
• Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
• Perform additional duties as assigned.

Work shift timings
Thursdays, 1AM-730AM Eastern
Friday, Saturday and Sunday (7:00 PM-7:30 AM) Eastern Time Zone

Required qualifications to be successful in this role

• 1+ year of AWS, Oracle, Autosys, and MyServices
• Excellent written and verbal communication skills
• Excellent organization and communication skills.
• Strong aptitude for attention to details.
• Strong ability to work through conflicts
• Ability to analyze dashboards and reporting/monitoring tools to look at trends and patterns in application health and performance.
• Knowledge of PC usage and related software packages (e.g. outlook, browsers, Sharepoint, Office Suite)
• Basic knowledge of ITIL
• Ability to work in a fast-paced environment
• Ability to handle high level volume of work
• Ability to work in a strict SLA-driven environment
• Ability to focus on details, detail-oriented
• Ability to follow strict client procedures and guidelines
• Able to maintain professionalism while directly interacting with clients/customers
• Ability to work independently as well as in a team environment.
• Display a positive attitude to ensure an exceptional client experience as well as quality work is provided
• Execute problem-solving initiative and being proactive in finding a solution.
• Take initiative to improve self-development along with job-related skills
• Perform additional duties as assigned.

Desired qualifications
Exposure to a ticket tracking tool such as Remedy, Service Now or OPSPortal is desired

EDUCATION REQUIREMENT
Associate degree. Bachelor's degree can be substituted for the 1 year of IT support or call center experience.
One (1) year experience in IT support or call center support may be substituted for the Associates Degree

#DICE
#Doublema
#LI-AT1

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients' digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com .

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