As a Production Support Engineer specializing in API services and Middleware at CGI, you will play a crucial role in supporting critical systems in a 24x7 onshore/offshore model. Your responsibilities will include monitoring, incident management, troubleshooting, and ensuring high system availability within SLA timelines. Your proactive mindset, strong analytical skills, and ability to drive automation and continuous improvement in production support processes will be key to your success in this role.

• *Key Responsibilities:**
• Triage and acknowledge all incoming incidents
• Monitor and resolve alerts using tools like Dynatrace, Splunk, and CloudWatch
• Perform basic fixes such as restarting pods, clearing queues, and validating services
• Escalate priority incidents (M1M3) to L2 within SLA timelines
• Update, track, and close ServiceNow tickets
• Work in a 24x7 shift-based support model collaborating with onshore/offshore teams
• Ensure SLA compliance and take ownership of incidents
• Provide support for API-based systems including SOAP/REST
• *Qualifications Required:**
• *Must-Have Skills:**
• Proficiency in tools like Dynatrace, Splunk, and ServiceNow
• Experience with Kubernetes, AWS CloudWatch, and Linux CLI
• Familiarity with Agile methodology and basic Java
• Strong troubleshooting skills and experience in Production Support environments
• Hands-on experience with SOAP & REST APIs, Postman/SOAP UI
• Ability to perform Root Cause Analysis (RCA) and incident management within SLA
• *Good-to-Have Skills:**
• Knowledge of KONG API Gateway, ECM/FileNet, and automation/scripting
• Experience in API support teams, IVR pipelines, and writing runbooks/documentation

CGI is an equal opportunity employer committed to providing accommodation for individuals with disabilities. If you require reasonable accommodation during the recruitment process, please inform us, and we will work with you to address your needs. At CGI, we value ownership, teamwork, respect, and belonging, offering you the opportunity to reach your full potential and contribute meaningfully to the organization. Join us and be part of a global team that fosters innovation, growth, and personal development. As a Production Support Engineer specializing in API services and Middleware at CGI, you will play a crucial role in supporting critical systems in a 24x7 onshore/offshore model. Your responsibilities will include monitoring, incident management, troubleshooting, and ensuring high system availability within SLA timelines. Your proactive mindset, strong analytical skills, and ability to drive automation and continuous improvement in production support processes will be key to your success in this role.

• *Key Responsibilities:**
• Triage and acknowledge all incoming incidents
• Monitor and resolve alerts using tools like Dynatrace, Splunk, and CloudWatch
• Perform basic fixes such as restarting pods, clearing queues, and validating services
• Escalate priority incidents (M1M3) to L2 within SLA timelines
• Update, track, and close ServiceNow tickets
• Work in a 24x7 shift-based support model collaborating with onshore/offshore teams
• Ensure SLA compliance and take ownership of incidents
• Provide support for API-based systems including SOAP/REST
• *Qualifications Required:**
• *Must-Have Skills:**
• Proficiency in tools like Dynatrace, Splunk, and ServiceNow
• Experience with Kubernetes, AWS CloudWatch, and Linux CLI
• Familiarity with Agile methodology and basic Java
• Strong troubleshooting skills and experience in Production Support environments
• Hands-on experience with SOAP & REST APIs, Postman/SOAP UI
• Ability to perform Root Cause Analysis (RCA) and incident management within SLA
• *Good-to-Have Skills:**
• Knowledge of KONG API Gateway, ECM/FileNet, and automation/scripting
• Experience in API support teams, IVR pipelines, and writing runbooks/documentation

CGI is an equal opportunity employer committed to providing accommodation for individuals with disabilities. If you require reasonable accommodation during the recruitment process, please inform us, and we will work with you to address your needs. At CGI, we value ownership, teamwork, respect, and belonging, offering you the opportunity to reach your full potential and contribute meaningfully to the organization. Join us and be part of a global team that fosters innovation, growth, and personal development.