Operations Analyst (SRE) @ CGI

Operations Analyst

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 Operations Analyst is a hands-on Site Reliability Engineering (SRE) practitioner responsible for monitoring, triaging, and resolving incidents using correlated telemetry and automated runbooks. This role contributes to reducing operational toil through automation and disciplined problem management while supporting the reliability of CGI's Advantage platform.

Your future duties and responsibilities:

• Operations & Reliability
  • Serve in a hands-on operations role (SRE track) within the Cloud Operations team supporting the CGI Advantage platform.
  • Take first-line ownership of monitoring, event triage, incident handling, and service request execution.
  • Work from the operator portal utilizing correlated dashboards, one-click runbooks, and standardized operational workflows.
  • Contribute to automation, ticket hygiene, and knowledge base quality to reduce repeat work.
  • Progress toward the Senior Operations Analyst role through the SRE realignment career path.
• Monitoring & Event Triage
  • Monitor environment health using standardized dashboards and SLO-aligned alerts.
  • Triage events in IAP by applying deduplication and suppression context while routing incidents according to severity taxonomy.
  • Utilize distributed traces and correlated logs and metrics to isolate faults before escalation.
  • Meet First Touch Resolution and L1-to-L2 escalation reduction targets.
• Incident & Service Request Execution
  • Execute approved runbooks and guard-railed self-service actions, including diagnostics, restarts, and environment tasks.
  • Maintain complete, well-classified tickets using guided intake fields and consistent operational taxonomy.
  • Coordinate activities within automatically created Microsoft Teams incident channels while documenting timelines and handoffs.
  • Draft clear customer-facing status updates using standardized communication templates.
• Continuous Improvement
  • Identify recurring incidents as problem management candidates and support Root Cause Analysis (RCA) efforts with evidence and operational data.
  • Develop small automation scripts using Python, Bash, or Power Shell and recommend new runbook candidates based on recurring operational tasks.
  • Report configuration drift and validate changes against approved baselines under change control.
  • Maintain runbooks and knowledge articles while leveraging LLM-assisted triage tools to improve operational efficiency.

Required qualifications to be successful in this role:

• 2–5 years of experience in cloud or application operations, Network Operations Center (NOC), or L1/L2 production support environments.
• Working knowledge of Microsoft Azure and Kubernetes (AKS), including:
  Pods, Deployments, Logging, Scaling concepts
• Experience with monitoring and logging platforms, including:
  Grafana-style dashboards, Log search and analytics, Alert management
• Basic scripting experience using:
  Bash, Python, Power Shell
• Knowledge of IT Service Management (ITSM), including:
  Incident Management, Service Request Lifecycle, SLA awareness, Quality ticket documentation
• Linux fundamentals
• Networking fundamentals, including: DNS, TLS, Load balancing
• Experience using Git
• Strong written and verbal communication skills for incident updates and operational handoffs.

Preferred Experience:

• Open Telemetry, Jaeger tracing, or Prometheus/Loki exposure.
• Ansible playbooks, Terraform basics, or Git Hub Actions pipelines.
• Event management/AIOps platforms and runbook automation tools.
• PostgreSQL basics and SQL for operational queries and diagnostics.
• Certifications:
  
  AZ 900/AZ 104, CKA (entry), ITIL 4 Foundation.