Operations Analyst (SRE)

CGI is hiring an Operations Analyst to support the reliability of its Advantage platform through hands-on SRE operations. The role monitors and triages events, executes incident and service-request workflows, and contributes to automation, problem management, and operational documentation.

Responsibilities

• Serve in a hands-on operations role (SRE track) within the Cloud Operations team supporting the CGI Advantage platform
• Take first-line ownership of monitoring, event triage, incident handling, and service request execution
• Work from the operator portal utilizing correlated dashboards, one-click runbooks, and standardized operational workflows
• Contribute to automation, ticket hygiene, and knowledge base quality to reduce repeat work
• Progress toward the Senior Operations Analyst role through the SRE realignment career path
• Monitor environment health using standardized dashboards and SLO-aligned alerts
• Triage events in IAP by applying deduplication and suppression context while routing incidents according to severity taxonomy
• Utilize distributed traces and correlated logs and metrics to isolate faults before escalation
• Meet First Touch Resolution and L1-to-L2 escalation reduction targets
• Execute approved runbooks and guard-railed self-service actions, including diagnostics, restarts, and environment tasks
• Maintain complete, well-classified tickets using guided intake fields and consistent operational taxonomy
• Coordinate activities within automatically created Microsoft Teams incident channels while documenting timelines and handoffs
• Draft clear customer-facing status updates using standardized communication templates
• Identify recurring incidents as problem management candidates and support Root Cause Analysis (RCA) efforts with evidence and operational data
• Develop small automation scripts using Python, Bash, or PowerShell and recommend new runbook candidates based on recurring operational tasks
• Report configuration drift and validate changes against approved baselines under change control
• Maintain runbooks and knowledge articles while leveraging LLM-assisted triage tools to improve operational efficiency

Skills

• 5 + years of experience in cloud or application operations, Network Operations Center (NOC), or L1/L2 production support environments
• Working knowledge of Microsoft Azure and Kubernetes (AKS), including: Pods ,Deployments ,Logging ,Scaling concepts
• Experience with monitoring and logging platforms, including: Grafana-style dashboards ,Log search and analytics ,Alert management
• Basic scripting experience using: Bash,Python ,PowerShell
• Knowledge of IT Service Management (ITSM), including: Incident Management ,Service Request Lifecycle ,SLA awareness ,Quality ticket documentation
• Linux fundamentals
• Networking fundamentals, including: DNS ,TLS ,Load balancing
• Experience using Git
• Strong written and verbal communication skills for incident updates and operational handoffs
• Azure
• Incident Management
• IT Service Management
• Kubernetes
• Python
• SRE (Site Reliability Engr.)
• OpenTelemetry, Jaeger tracing, or Prometheus/Loki exposure
• Ansible playbooks, Terraform basics, or GitHub Actions pipelines
• Event management/AIOps platforms and runbook automation tools
• PostgreSQL basics and SQL for operational queries and diagnostics
• Certifications: AZ 900/AZ 104, CKA (entry), ITIL 4 Foundation

Benefits

• Eligibility to participate in an attractive Share Purchase Plan (SPP), in which the company matches eligible employees’ contributions dollar-for-dollar, up to a maximum for their job category.
• 401(k) Plan and Profit Participation for eligible CGI Partners.
• Flexible work arrangements and paid accrued vacation leave, ranging from 10 to 15 days per year based on job level, years of relevant prior experience, and years of service.
• 8 paid holidays per year and 2 floating holidays per year.
• Wellness and Well-being programs.
• Comprehensive medical, dental, and vision benefits.
• Back-up child care.
• Pet insurance.
• A Member Assistance Program.
• A 529 college savings program.
• A personal financial management tool.
• Lifestyle management programs.

Company Overview

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