Senior Operations Analyst (SRE

Senior Operations Analyst (SRE)

CGI's Advantage Cloud Operations is an SRE-driven operating model, anchored on an Operations Control Plane that unifies telemetry, event management, automation, and IT Service Management (ITSM). The Senior Operations Analyst is a senior Site Reliability Engineering (SRE) practitioner responsible for driving reliability engineering, problem management, and runbook automation across customer environments. This role also mentors the operations team in adopting proactive, data-driven operational practices while improving platform reliability, operational efficiency, and service quality.

This position can be performed from any CGI U.S. CSG office, with a preference for Lafayette, LA.

Reliability Engineering & Operations Leadership

• Serve as a senior SRE within the Cloud Operations team supporting the CGI Advantage platform.
• Own end-to-end reliability outcomes, including reducing MTTD and MTTR, minimizing escalations, and improving release safety.
• Lead incident response, Root Cause Analysis (RCA), and Problem Management activities.
• Design and implement automation and self-healing workflows with appropriate guardrails, approvals, and rollback capabilities.
• Act as the technical lead for the Operations technology stack and drive platform adoption.
• Mentor Operations Analysts while establishing operational standards, taxonomy, and Service Level Objective (SLO) discipline.

Observability & Incident Response

• Drive distributed tracing adoption using Open Telemetry with trace-to-log and metric correlation for priority services.
• Define SLO-aligned alerting strategies and optimize deduplication, suppression, and event correlation to reduce alert noise.
• Lead Sev 1 and Sev 2 incident bridges while ensuring evidence-based RCAs and corrective actions are completed.
• Standardize dashboards and observability signal sets across customer environments.

Automation & Problem Management

• Build and maintain an active automation backlog and deliver automated runbooks on a quarterly basis.
• Convert recurring incidents into problem records with RCA hypotheses, ownership, and due dates.
• Develop guard-railed self-service operational actions (diagnostics, restarts, environment tasks) utilizing RBAC and audit trails.
• Champion Configuration-as-Code practices, including version control, drift detection, and baseline versus override governance.

Release Safety & Security

• Enforce release gates, quality thresholds, and automated rollback to the last known good state.
• Implement time-bound privileged access (JIT/Break Glass), SSO integration, and audit-ready operational controls.
• Apply Policy-as-Code guardrails across Infrastructure as Code (IaC), Kubernetes admission controls, and CI/CD pipelines.

Leadership & Governance

• Mentor and upskill Operations Analysts while documenting and promoting "golden path" operational workflows.
• Report reliability KPIs including:
  Mean Time to Detect (MTTD), Mean Time to Resolve (MTTR), First Touch Resolution, Automation Coverage.
• Partner with Product, Delivery, ITSM, and Security teams within a matrix operating model.

• 6–9 years in cloud operations/SRE, including 3+ years operating production SaaS on Azure.

• Observability:
Open Telemetry, distributed tracing, log analytics, metrics, and dashboards.

• Kubernetes at scale: AKS, Calico network policy, KEDA autoscaling, Helm based deployments.

• IaC and configuration:
Terraform;
Git Ops with Git Hub Actions and Argo CD.

• Event management and orchestration: event correlation, auto remediation workflows.

• Scripting/automation: strong Python and Bash; API driven integration across ITSM and tooling.

• Security tooling:
Keycloak/ SSO, Azure Key Vault, cert manager, JIT access patterns.

• ITSM depth: incident/problem/change management, severity taxonomy, SLA/SLO reporting.

• Policy as code (OPA, Kyverno, Conftest) and compliance grade audit reporting.

• Job/batch orchestration (JS7 or equivalent) and API gateway operations (APISIX/APIM).

• PostgreSQL operations, PgBouncer connection pooling, and managed database patterns.

• Multi tenant managed services…