NOC Service Desk Support

Category: Infrastructure
City: Buffalo, New York, United States
Position ID: J1019-1041
Employment Type: Full Time
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Position Description

CGI is seeking 2 resources to provide network operations support for a large retail client located in Buffalo, NY. The two positions will cover one of the two shifts and require occasional weekend coverage.

Your future duties and responsibilities

- Add paper to printers when low
- Switch stock paper in printers for two daily checkruns
- Submit service calls and scheduled maintenance activity with Xerox
- Distribute communication messages for planned outages from NOC mailbox after approval from Change Management
- Maintain NOC Outlook Email folders for 1) reference and audit compliance and 2) significant events such as processing reminders and outages
- Create tickets for data center and site work visits
- Monitor incident queue for tickets automatically generated, update with required fields according to defined process, validate priority selected, and escalate to the appropriate SME.
- Validate Apica alerts by executing the script to determine if application outage or monitoring configuration issue

- Escalate P1 tickets by calling SME
- Escalate P2 tickets by calling SME
- Email notification for P3 tickets is automated so no calls are required
- Complete & communicate Email notification for circuit outages based on supplier templates
- Follow escalation procedures when SME does not respond according to defined SLA's
- Manual creation of tickets when email notification received from various sources. Examples include: SME, Cloud Partner, vendor, etc.
- Follow Major Incident Response Team (MIRT) process for major outages or impacting issue
- Draft unplanned outage communication messages and send to IT Operations leadership team for approval
- Distribute communication messages for unplanned outages after approval received from a member of the IT Operations leadership team
- Create Global ticket for issues detected with applications and services supported by IT in France.
- Escalate Global Tickets to IT resources or external partners in France based upon incident.
- Ensure on-call calendars are current and escalate to department managers as needed for completion
- Execute jobs and file transfers according to defined schedule
- Monitor Autosys console for issue that require manual ticket creation, such as long running jobs, max run alarms
- Monitor GlobalScape Email replies for any failures that require manual ticket creation
- Place jobs and file transfers on hold according to project scope or ad-hoc requests and reset jobs once completion has occurred
- Locking & unlocking privileged accounts for Wintel platform
- Unlocking & resetting passwords for users when helpdesk is closed

Required qualifications to be successful in this role

Experience working in high profile project situations as a senior lead in a multi-vendor environment. Must be able to quickly ramp up on client approach. This is an onshore/onsite role.
First and foremost, strong candidates for this role will be pro-active, senior problem solvers who have hands-on technical ability and perform at high levels. The candidate must be able and comfortable taking responsibility for this scope of work, and own it.

Important:
• Ability to communicate effectively with senior client staff and managers.
• Strong personal interaction, confidence, and verbal communication skills. Must be able to work collaboratively with Business partners and IT manager.


6-8 Years experience in a Network Operations Center
Experience using Autosys
Ticketing System experience
Excellent written and verbal communication skills

Desired Skills:

• Comfortable working closely and communicating collaboratively with clients all day every day.
• Strong, confident personal presence, to represent CGI on a daily basis to our client.

Education: Bachelor's degree in Computer Science, Information Systems, or other applicable field.

Skills

  • Maintenance/Production Support
  • AutoSys

What you can expect from us

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.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here to access our US EEO/Affirmative action policy.

Applicants have rights under Federal Employment Laws:

  1. EPPA
  2. FMLA
  3. Consolidated EEO Is The Law

 

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.