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: Production Support Engineer – API services and Middleware

Position: Individual Contributor – Application Migration & Modernization

Experience: 2 – 4 Years

Category: Production Support

Shift: Multiple shifts between 8 AM-10 PM IST

Main location: HYDERBAD / CHENNAI / BANGALORE

Position ID: J0326-2282

Employment Type: FULL TIME

Education Qualification: Bachelor’s or Master’s degree in Computer Science Engineering, Information Technology, or a related technical field.

Position Description: We are looking for skilled L1/L2 Production Support Engineers to support critical middleware and API-based systems in a 24x7 onshore/offshore model. The role involves monitoring, incident management, troubleshooting, and ensuring high system availability within SLA timelines. Candidates should have strong analytical skills, a proactive mindset, and the ability to drive automation and continuous improvement in production support processes.

Your future duties and responsibilities

• Triage and acknowledge all incoming incidents
• Monitor and resolve alerts (Dynatrace, Splunk, CloudWatch)
• Perform basic fixes (restart pods, clear queues, validate services)
• Escalate priority incidents (M1–M3) to L2 within SLA timelines
• Update, track, and close ServiceNow tickets
• Work in a 24x7 shift-based support model
• Collaborate with onshore/offshore teams
• Ensure SLA compliance and ownership of incidents
• Support API-based systems (SOAP/REST)

Required qualifications to be successful in this role

Must-Have Skills:

• Dynatrace, Splunk, ServiceNow
• Kubernetes, AWS CloudWatch
• Linux CLI
• Agile methodology
• Java basic
• Kubernetes service debugging
• SQL / DB2 knowledge
• Strong experience in Production Support environments
• Experience with SOAP & REST APIs
• Understanding of API concepts (status codes, WSDL, schemas, authentication)
• Hands-on with Postman / SOAP UI
• Strong analytical and troubleshooting skills
• Ability to perform RCA and incident management within SLA

Good-to-Have Skills:

• KONG API Gateway
• ECM / FileNet
• Automation (scripting, monitoring improvements)
• Experience in API support teams
• Exposure to IVR pipelines
• Experience in writing runbooks and documentation

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

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 team—one of the largest IT and business consulting services firms in the world.