Product support specialist

Position Description :

CGI Federal is seeking a Product Support Specialist to provide technical assistance and guidance to customers, troubleshoot issues, ensure satisfaction, and contribute to process improvement.

Your future duties and responsibilities :

• Reports to the DevOps Manager and oversees data center operations and production availability.
• Manages a diverse team across four areas : Help Desk, Systems Administration, Database Engineering, and Software Deployment, ensuring adherence to contractual agreements.
• Develops and implements technical innovations to enhance the reliability and performance of network connections and servers, which operates on a distributed architecture spanning multiple overseas sites.
• Leads efforts to maintain a proactive, effective, and compliant cyber and application security posture, ensuring adherence to industry best practices and federal security requirements.
• Provides advanced engineering analysis and support for networks, firewalls, routers, and operating systems.
• Supervises the System Administrator Manager, responsible for intranet, global communication circuits, servers, routers, SAN, and virtualization platform.
• Supervises the Data Engineering Manager, overseeing database administration, data integrity, quality, reporting, statistics, and predictive analytics.
• Supervises the Integration Systems Manager, responsible for maintaining development, test, UAT, and production environments, including deployments.
• Supervises the Helpdesk Manager, overseeing day-to-day helpdesk operations.
• Acts as a lead for junior and mid-level staff, providing mentorship and guidance to grow the leadership team.
• Collaborates closely with customers and team members to ensure open and regular communication, and manages project schedule and budget to meet contractual requirements.
• Identifies new capabilities to present to customers, leveraging existing relationships to identify new business opportunities.
• Oversees program / project initiation, planning, and execution, ensuring scope, budget, schedule, quality, and customer satisfaction align with contract requirements.
• Manages staffing needs, rewards & recognition, mentoring, and conflict resolution, and oversees compensation management and performance evaluations.
• Ensures effective training plans and compliance training for all Production Support staff.
• Evaluates implications / risks on existing or proposed projects, programs, processes, and policies / laws, and implements improvements.
• Efficiently delegates tasks to Production Support Team Leads to mitigate single point of failure conditions.
• Receives and understands task priorities from PM, DPM, or the client, and plans workload delegation accordingly.

Required qualifications to be successful in this role :

• Bachelor's degree in a technical field such as Information Systems, Information Sciences and Technology, Engineering, Computer Science, or equivalent combination of education and experience.
• Minimum of five years of progressive management experience.
• At least ten years of hands-on experience in a relevant field.
• Proficiency in preparing management, business, technical, and personnel reports, reviews, and documents.
• Demonstrated experience in data center operations, system administration, database management, help desk operations, network design, project management, and technical support.
• Excellent verbal and written communication skills.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set level, experience and training, and licensure and certifications.

To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role.

Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $, - $,

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Last updated : 2024-05-12