Business Intelligence Specialist

Job description

Position Description: Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com. Job Title: Production Support Manager Position: Production Support Manager Experience: 12+ Years Category: IT Operations / Production Support / Managed Services Shift: 24x7 Managed Services / Shift and on-call support Main location: India, Telangana, Hyderabad Position ID: J0826-0892 Employment Type: Full Time Position Description: We are seeking an experienced and customer-focused Production Support Manager to lead the delivery of mission-critical application support services for enterprise clients. The ideal candidate will have a proven track record of managing large-scale production support engagements, driving operational excellence through stringent SLA and KPI adherence, and leading teams in fast-paced, 24x7 managed services environments. The role requires strong leadership, stakeholder management, incident governance, continuous service improvement, and experience in transitioning support engagements from incumbent vendors while ensuring seamless business continuity. #LI-AS26 Your future duties and responsibilities: Service Delivery Operations Lead end-to-end production support delivery for one or more enterprise applications, ensuring high availability and operational stability. Own delivery against contractual SLAs, KPIs, OLAs, and customer commitments. Drive operational governance across Incident, Problem, Change, Release, and Service Request Management processes. Ensure effective management of Major Incidents, minimizing business impact and driving timely resolution. Establish operational dashboards and metrics to proactively monitor service health and identify improvement opportunities. Team Leadership Lead and mentor multi-disciplinary production support teams across L2 and L3 support functions. Drive resource planning, workload balancing, shift planning, and on-call support. Foster a culture of accountability, collaboration, and continuous improvement. Coach team members on operational best practices, root cause analysis, and customer communication. Client Stakeholder Management Serve as the primary operational contact for client stakeholders. Lead weekly operational reviews, service governance meetings, and executive status reviews. Present service performance, trends, risks, mitigation plans, and improvement initiatives to leadership. Build trusted client relationships through transparent communication and consistent delivery. Operational Excellence Ensure compliance with established SLAs and operational KPIs, including: oIncident Response Resolution SLA oMean Time to Acknowledge (MTTA) oMean Time to Resolve (MTTR) oFirst Contact Resolution (FCR) oChange Success Rate oProduction Availability oBacklog Management Lead Root Cause Analysis (RCA) activities and implement preventive actions. Drive automation initiatives to reduce repetitive operational tasks and improve service efficiency. Continuously improve runbooks, knowledge repositories, and operational documentation. Transition Management Lead or actively participate in transitioning production support engagements from incumbent vendors. Develop transition plans, knowledge transfer schedules, operational readiness checklists, and risk mitigation strategies. Drive shadow, reverse-shadow, and hypercare phases while ensuring uninterrupted service continuity. Validate operational readiness before assuming full ownership. Governance Compliance Ensure adherence to ITIL processes and organizational governance standards. Maintain operational documentation, SOPs, runbooks, and knowledge articles. Identify operational risks and proactively implement mitigation plans. Support audit and compliance activities where applicable. Required qualifications to be successful in this role: Must-Have Skills: 12+ years of overall IT experience. Minimum 5 years of experience managing enterprise production support or managed services engagements. Experience leading geographically distributed support teams. Proven experience managing 24x7 production support operations. Strong understanding of application support lifecycle and production operations. Strong experience with Incident, Problem, Change, Release, and Knowledge Management processes. Experience with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy. Experience supporting enterprise applications, APIs, databases, middleware, and distributed systems. Strong customer-facing and stakeholder management skills. Excellent communication and executive presentation skills. Proven ability to manage high-pressure situations and Major Incidents. Strong analytical and problem-solving capabilities. Experience driving operational transformation and continuous improvement initiatives. Good-to-Have Skills: Experience transitioning production support engagements from another vendor. Understanding of cloud platforms such as AWS, Azure, or GCP. Knowledge of DevOps practices. Familiarity with monitoring and observability platforms such as Splunk, Dynatrace, AppDynamics, Grafana, Prometheus, or ELK. Exposure to Healthcare, Insurance, Banking, or other regulated industries. ITIL Foundation or ITIL 4 certification. Experience manag