Incident, Problem & change management
SSE role
Bangalore location
Your future duties and responsibilities
Establishing & Issuing Customer & CGI communications
Communicate status and act as the central communication point
Interlock with the technical teams for incident resolution
Ability to get the right support team based on the incident
Perform escalation to ensure quick resolution of the incident
Engagement of Third Parties
Drive innovative and ‘out of the box’ thinking within the technical teams
Input into Major Incident Review
Input into Major Incident Report
Briefing the relevant parties
Establishing & Issuing Customer & CGI communications
Communicate status and act as the central communication point
Interlock with the technical teams for problem resolution
Ability to get the right support team based on the incident
Perform escalation to ensure quick resolution of the problem
Engagement of Third Parties
Drive innovative and ‘out of the box’ thinking within the technical teams
Drive RCA determination within the shortest possible time or as per client contract
Track open preventative actions to drive permanent closure of the tickets.
Establishing & Issuing Customer & CGI communications
Communicate status and act as the central communication point
Interlock with the technical teams for Change implementation
Ability to get the right support team based on the change request
Track changes to closure and documenting any failed change via post implementation reviews
Conduct post implementation reviews for failed changes
Conduct Change management meetings / CAB / ECABs
maintain change calendars and ensure we do not have conflicting changes on the same CI at the same time
communicate the impact of the change to all relevant teams to avoid unnecessary incidents
Engagement of Third Parties
Required Qualifications To Be Successful In This Role
Insights you can act on
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI—where your ideas and actions make a difference.
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