Job Description
Position Description
Company Profile:
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: SRE Digital Channels Application Support (L2)
Position: Lead Analyst
Experience: 58 Years
Category: Application Support / Site Reliability Engineering
Main location: [Specify Location]
Position ID: [To be updated]
Employment Type: Full Time
Qualification: Bachelor's degree in Computer Science, Information Technology, or related field with relevant experience in Production Application Support / SRE (Banking/Financial Services domain preferred).
Work Model: 24x7 rotational shifts in ODC environment (No personal digital devices allowed)
Job Description:
Role Overview
The SRE Digital Channels Application Support role is responsible for ensuring high availability, reliability, and performance of digital banking platforms including Internet Banking, Mobile Banking, Cards, Payments, APIs, and Middleware systems.
The role requires strong production support expertise, observability knowledge, incident leadership capabilities, and hands-on troubleshooting experience in banking-critical environments under strict SLAs and compliance frameworks.
Key Responsibilities
Act as SRE for Digital Banking, Middleware, and Infrastructure components.
Provide production support for Internet Banking, Mobile Banking, Card services, Payments, Digital Wallets, and API platforms.
Troubleshoot customer authentication flows including SSO, OAuth, 2FA, and session management issues.
Lead and manage P1/P2 major incident bridge calls, coordinating with application, infrastructure, database, and network teams.
Support API-driven integrations with third-party fintech and payment partners.
Perform proactive monitoring, certificate renewals, and infrastructure health checks.
Enhance observability using tools like Dynatrace, Logscale, Splunk, Grafana, Bigpanda, and ThousandEyes.
Propose and implement automation solutions using Jenkins, Ansible AWX, Python, and Shell scripting to reduce manual efforts.
Support release and deployment readiness for digital channels within ODC environments.
Conduct Root Cause Analysis (RCA) for major incidents and recommend resilience and scalability improvements.
Monitor SLIs/SLOs for digital user experience including latency, availability, and throughput metrics.
Ensure security and compliance adherence (SSL/TLS, PCI-DSS, fraud monitoring).
Partner with client stakeholders to maintain operational stability and high availability.
Collaborate with business teams on banking-critical issues while ensuring SLA and regulatory compliance.
Participate in Disaster Recovery (DR) drills, High Availability (HA) testing, and compliance audits.
Required Skills & Experience
58 years of experience in Digital Banking / Middleware Application Production Support or SRE.
Strong hands-on experience with Internet/Mobile Banking platforms, payment gateways, and card systems.
Infrastructure knowledge including servers, certificates, OS (Linux/Unix/Windows), and networking fundamentals.
Strong observability and monitoring expertise (Dynatrace, Logscale, Splunk, Grafana, Bigpanda).
Experience leading major incident bridge calls and performing detailed RCA.
Strong knowledge of ITIL processes (Incident, Problem, Change, Major Incident Management).
Awareness of banking compliance standards (PCI-DSS, SOX, Information Security policies).
Experience working under strict SLAs in regulated banking environments.
Core technology expertise in OpenShift (Kubernetes), Middleware, Database, Networking.
Preferred Qualifications
Exposure to Kafka, VFaas, F5/DataPower, Akamai Control Center.
Knowledge of Salesforce (Apex), Pega, SharePoint.
Programming knowledge in Java, Node.js, JavaScript, Python, or C#.
Exposure to ETL, Hadoop, Teradata, Big Data platforms.
Experience with Evolven and automation frameworks (Ansible AWX, Jenkins, CI/CD pipelines).
Familiarity with monitoring and ITSM tools such as Bigpanda, Grafana, Splunk, ServiceNow, Jira, Confluence, Netcool, Siren, and Glassbox.
Your future duties and responsibilities
Required Qualifications To Be Successful In This Role
Together, as owners, let's turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.
Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
