Lead Support Analyst

Pittsburgh, PA

CGI is looking for a Lead/Senior Support Analyst to join at our offshore application support team. This candidate will serve as a technical expert of a large-scale digital technology workflow/reporting project consisting of both on-shore and off-shore presence. The above resource will be providing the over sight to the activities performed by the team and ensures quality to the project deliverables. The team will work closely with its onshore counterpart and client SMEs for application stability and improvements. The resource will represent team in issue bridges to coordinate the client communications and team’s technical activities. Will work closely with management teams on critical activities, planning and trainings. The lead/senior analyst will have to take the support transition and build the base stones to stabilize and ensure CGI’s agreed deliverables and execute the project seamlessly.

Your future duties and responsibilities:

  • Analyze, Troubleshoot and follow escalation procedures to resolve the ETL job failures and issues.
  • Be the first responders, regularly communicate the status of the jobs (ETLs, reports) and/or any issues through appropriate communication channel.
  • Able to understand\write\troubleshoot shell scripts and sql (Oracle) for regular maintenance jobs to improve performance and uptime of Informatica platform.
  • Resolve all incidents, service requests, and release validations within SLA targets.
  • Diagnose, prioritize and escalate and follow up on issues where applicable.
  • During crisis conditions, willing to act in the role of problem facilitator to drive cross functional efforts of various teams toward issue resolution.
  • 100% compliant to all the procedures and processes.
  • Ensure proper handoffs of issues during shift change.
  • Should be able to work in business hour overlapping shifts for critical meetings and activities, if required.
  • Excellent interpersonal and leadership skills including the ability to work with diverse personality types and understand technical issues.
  • Provide innovative ideas and solution to complex as well as rather simple looking problems
  • Should be flexible to extended and doing on-call on weekend hours during critical timelines to provide the periodical oversights (on rotation).

Required qualifications to be successful in this role:

  • Overall 6+ years of IT experience
  • 3+ years of application support experience in Informatica (ETL), OBI, SQL (Teradata, Oracle), UNIX..
  • Good knowledge of database (PL/SQL, Oracle, DB2)
  • Should be able to write basic sql queries.
  • Should have good understanding of Informatica ETL platform infrastructure and maintenance (upgrades, patches, health monitoring).
  • Experience/knowledge in Hadoop and it's file system (HDFS commands) will be highly preferred
  • Should have some knowledge on IBM Mainframe- Monitor jobs in CA7 schedular and automation of data loads (Knowledge on DOC05, DOC40 & AGENT will be beneficial)
  • Good knowledge of Windows, Linux server configurations.
  • Knowledge in Tableau work flows and SharePoint will be a great add on.
  • Excellent oral and written communication skills is a must.

Competencies Years of experience Proficiency level

  • Application Support experience 3+ Expert
  • Informatica (ETL), Teradata, Oracle 3+ Expert
  • OBI, Hadoop (HDFS commands) 1+ Good
  • Tableau, SharePoint 1+ Good
  • IBM Mainframe, CA7 scheduler 1+ Good
  • Monitoring and Log analysis Tools 1+ Good

OPTIONAL: Education requirements

Minimum Education Required: Bachelors Degree

OPTIONAL: Desired qualifications/non-essential skills required

Competencies Years of experience Proficiency level

Communication skills

  • Expert Multi geographical project coordination & Client interaction 2+ Good
  • Hadoop workflow 1+ Good
  • DT Managed, Log Insight, SNOW 1+ Good

“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 for 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 $74,600 - $146,900.”


At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:

  • Competitive base salaries
  • Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
  • 401(k) Plan and Profit Participation for eligible members
  • Generous holidays, vacation, and sick leave plans
  • Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
  • Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more


  • IBM 3270
  • Informatica

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

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, political affiliation, genetic information, or any other legally protected status or characteristics.

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 US_Employment_Compliance@cgi.com. You will need to reference the requisition number 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 requisition number 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. 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.

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