SRE Lead / Production Support Manager

Position Description

Lead the evolution of a critical production support organization.

As Production

Support Manager, you will guide an experienced L2/L3 team while shaping how the team improves service reliability, responds to incidents, and prevents recurring issues.

This role offers the opportunity to combine hands on operational leadership with meaningful transformation work. You will strengthen the team's processes and capabilities, introduce Site Reliability Engineering (SRE) practices, and help build a practical path toward AIOps and self healing operations.

You'll work with technical and business partners to turn operational challenges into measurable improvements, while coaching a team focused on dependable service and continuous learning.

Your future duties and responsibilities

• Lead and develop L2/L3 production support staff, setting clear responsibilities, performance expectations, and development goals.
• Manage daily support operations, including incident response, escalations, service restoration, and coordination across technical teams.
• Establish and improve production support processes, including incident, problem, change, knowledge, and service level management.
• Analyze incidents and operational trends to identify recurring issues, reduce repeat failures, and prioritize preventive actions.
• Assess the current production support model and define a phased roadmap for adopting SRE practices.
• Introduce SRE disciplines such as service level indicators and objectives, error budgets, operational readiness, blameless reviews, and reliability engineering.
• Partner with application, infrastructure, cloud, security, and business teams to improve service reliability and operational outcomes.
• Identify opportunities to automate repetitive work, improve monitoring and observability, and reduce manual intervention.
• Guide the responsible adoption of AIOps capabilities, including event correlation, anomaly detection, and automated response.
• Develop and oversee a progression toward self healing operations, with appropriate safeguards, testing, and human oversight.
• Define and report meaningful operational measures, such as service availability, incident trends, recovery time, repeat incidents, and automation outcomes.
• Build and maintain runbooks, support documentation, knowledge articles, and operational procedures.
• Communicate service health, major incidents, risks, progress, and improvement plans clearly to technical teams and leadership.
• Promote a culture of accountability, collaboration, continuous improvement, and learning from operational events.

Required Qualifications

To Be Successful In This Role

• 8+ years of experience in application production support, IT operations, or service reliability, including leadership of L2/L3 support teams.
• Demonstrated experience managing major incidents, escalations, service restoration, root cause analysis, and problem management in a production environment.
• Experience establishing or improving support processes, operational procedures, runbooks, knowledge management, and service level reporting.
• Hands on experience applying SRE practices, such as service level indicators and objectives, reliability measurement, blameless incident reviews, and reducing recurring incidents.
• Experience assessing a traditional production support organization and leading its transition toward a more proactive, reliability focused operating model.
• Experience identifying and delivering automation opportunities that reduce manual effort, improve response times, or prevent incidents.
• Working knowledge of monitoring, observability, alerting, and event management practices across application and infrastructure environments.
• Experience partnering with application development, infrastructure, cloud, security, and business teams to resolve production issues and improve service reliability.
• Ability to use operational data and trends to prioritize improvement work and communicate risks, progress, and outcomes to technical and business stakeholders.
• Strong people leadership, coaching, communication, decision making, and continuous improvement skills.
• Bachelor's degree in computer science, information technology, engineering, or a related field, or equivalent professional experience.

Competencies

• 8+ years of experience with Production Support
• 8+ years of experience with Production Support management
• 8+ years of experience with Incident Management
• 8+ years of experience with Problem Management
• 8+ years of experience with Change Management
• 8+ years of experience with Site Reliability Engineering

Other Information:

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, relevant training, and licensure and certifications. To support the ability to reward 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 for this role in the U.S. is $116,200.00 $203,300.00.

CGI's benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Wellbeing programs

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.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at [email protected].

You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you.

Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.