Our Global Technology Operations Team is seeking a Director Consulting to lead the delivery of Infrastructure services for CGI’s largest client globally.
As a Director Consulting we are looking for a transformative leader to drive change, build high performing teams and identify opportunities for continuous service improvement and evolution of the support model for the account.
Are you motivated by the opportunity to delight your clients, lead a team of Incident Managers to find solutions to complex incidents and problems, marshal technical resources through the segmentation of issue to restore service and provide concise and timely communication to the client?
Your future duties and responsibilities:
The Director’s responsibilities will include:
• Leading and participating in daily health checks
• Motivate and mentor Incident Management team
• Apply continuous service improvement incident sectionalisation and triage practices to redunce mean time to recover
• Work closely with application and infrastructure support teams to ensure changes and evolutions in those environment are understood by the incident management team
• Ensure incident status is communicated effectively across client and CGI teams
• Ensure incident escalations and vendor engagements follow specified proceedures
• Provide reports on overall performand of the Incident mMnagement Team, review KPI’s and proactively identify and act on opportunities for improvement of our service.
Required qualifications to be successful in this role:
• Experience in Incident sectionalisation , triage processes , SLA
• Leading the incident bridge during critical incidents
• Solid technical understanding of enterprise technology infrastructure
• Experience in a client delivery role with an outsourcing organization
• Experienced managing global delivery teams
• Bachelor’s degree with a focus on Information Technology/Communications
• ITIL Service Management Certified
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