Members of the Operations Control Center (OCC) team provide in office support on a 24x7x365 basis. The role is responsible for providing first-level support, including monitoring and following up on systems and servers. The successful candidate must be vigilant and proactive to prevent or minimize incidents.

Responsibilities include managing all incidents and requests assigned to the role, reacting quickly to resolve issues and restore services. When necessary, incidents must be escalated to the second level of support to ensure resolution times are met. From time to time, the successful candidate will work jointly with Level 2 and Level 3 support teams to resolve technical issues or implement new services.

In collaboration with support teams, the successful candidate will also participate in deployments, upgrades, and various testing activities. The successful candidate will join a young and dynamic team supporting multi-platform and multi-client environments. Your future duties and responsibilities Server Monitoring First Level of support

Take charge of the incident and perform investigation in less than 15 min.

Resolution of incidents through the use of documented procedures and coordination of recovery activities with other support teams if needed.

Engage Incident management Team and supports teams if necessary to ensure that incidents are resolved in a timely manner within the timeframes (warm transfer with certain clients when necessary).

Participate in Incident Review meetings

Creation of tickets for incidents detected manually

Execute and log daily activities within a daily checklist/shift log

Perform daily reboots of various Wintel servers on a regular schedule in the Production environment.

Perform weekly reboots of specified servers in the Non Prod Setting

Create changes as per schedule for patching

Deploy automated patches as per schedule (OS and application).

VM server creation or changes

Backup, upon notification failures, rerun job as per documentation, resolve incident or escalate to support teams.

Incident Management

Resolution of incidents and job failures through the use of documented procedures and coordination of recovery activities with other support teams (Application, Technical, Client, Vendors, etc)

Engage Incident management team and Service Delivery Managers as necessary to ensure that incidents are resolved in a timely manner.

Document incident recovery activities by updating/closing tickets on a regular basis

Prepare incident reports detailing recovery actions and process improvements





Participate in Incident Review meetings

Problem Management

Analyze ticket data to proactively detect incident trends/problems

Coordinate with support teams to investigate/resolve problems once they have been detected

Engage the Problem Management team as required to assist with investigation/resolution activities for more serious/complex problems

Participate in problem review meetings and assist with implementing proposed solutions

Change Management

Coordinate scheduling of maintenance activities and change requests with other Client/Internal teams

Provide formal approval of scheduled activities within multiple ticketing systems for audit and workflow purposes

Execute scheduled maintenance activities, service requests and change requests as necessary/requested

Resolve incidents resulting from maintenance activities/change requests by working with change coordinators/clients as necessary

Update and close records after work has been performed and provide status updates back to change coordinators

Security

Perform console management for centrally managed solutions of endpoints security (e.g. antivirus, antispam, encryption, etc.)

Utilizes software and hardware tools to diagnose and resolve security incidents following agreed upon procedures;

Maintains operational documentation

General

Represent Operations in conversations with other Client/CGI teams in meetings

Suggest improvements to internal support procedures

Develop and maintain internal support documentation, checklists, shiftlogs, etc

Prepare metrics showing the quantity of jobs executed, tickets opened, etc for use by management in monthly dashboard reports

Monitor and maintain ticketing queues within multiple systems Required Qualifications To Be Successful In This Role Requirement: Must be able to learn easily, flexible, able to work simultaneously with many customers (various technologies), good knowledge in the following tools or platforms:

Wintel,

UNIX,

Tivoli,

Security,

Network, etc.

Work on shift 24/7 (weekend included).

Compressed schedule 3 days a week but may change according to the needs;





Must remain in the position for a minimum of two years prior to a transfer (but possible to move in the team).

Education and Experience

Computer Science Technology Diploma (DEC or equivalent in T1).

Sociable, flexible, and able to work as a team.

Experience not required.

Bilingual (French end English) CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications.

Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $40,000–$80,000. This role is an existing vacancy. 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. At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs.

We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries. Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Administateur de System (sysAdm) Junior (Montreal)
🏢 CGI
📍 Montreal