AWS Production Support Engineer **

Position Description

CGI is seeking an AWS Production Support Engineer to provide monitoring, incident response, and operational support for a large scale AWS production environment within the financial services industry. This role is responsible for identifying production issues quickly, performing initial technical triage, executing documented recovery procedures, and engaging the appropriate engineering teams when deeper investigation is required.

The engineer will monitor dashboards, alerts, application health, infrastructure, scheduled workloads, and ServiceNow queues. The role uses Splunk, OpenTelemetry, and Amazon CloudWatch to review logs and metrics, identify potential failure points, and support incident investigation. Candidates should be comfortable working independently and taking ownership of initial triage during overnight production incidents.

This is primarily an operations and production support role, not a software development or advanced Splunk engineering position. The successful candidate will have enough technical depth across AWS and observability tools to investigate issues, follow runbooks, execute approved recovery actions, and escalate effectively.

This position is required in one of the following locations: Lafayette, LA, Knoxville, TN, Columbia, SC, Birmingham, AL

Your future duties and responsibilities

• Provide monitoring and production support for AWS hosted applications and infrastructure.
• Monitor dashboards, alerts, application health, infrastructure performance, scheduled workloads, and operational queues.
• Respond to production incidents and independently initiate technical triage.
• Review Splunk logs, dashboards, indexes, and basic SPL queries to identify potential issues.
• Use OpenTelemetry and Amazon CloudWatch logs and metrics during incident investigation.
• Troubleshoot application outages, system degradation, failed jobs, message processing issues, and infrastructure alerts.
• Execute documented recovery procedures, including message or transaction replay when required.
• Manage and update ServiceNow incidents and coordinate with the appropriate support and engineering teams.
• Follow established runbooks, Confluence documentation, and knowledge articles to resolve known issues.
• Escalate unresolved or complex issues to the appropriate application, infrastructure, database, security, or engineering team.
• Execute approved GitLab/Terraform deployment steps and predefined production changes.
• Support deployments, platform upgrades, disaster recovery, vulnerability remediation, and patching activities.
• Maintain clear documentation, incident updates, shift handoffs, and knowledge articles.
• Work independently during assigned night shift coverage while maintaining appropriate communication and escalation.

Required Qualifications To Be Successful In This Role

• 5+ years of hands on AWS production support experience supporting cloud hosted applications and infrastructure.
• Strong incident triage and troubleshooting skills, including responding to alerts, reviewing logs, identifying probable causes, following runbooks, and escalating appropriately.
• Working knowledge of Splunk, including basic SPL queries, dashboards, indexes, and log investigation.
• Familiarity with Amazon CloudWatch and OpenTelemetry for reviewing production logs, metrics, and alerts.
• Experience supporting 24x7 production environments and the ability to work independently during overnight incidents.
• Experience with ServiceNow or a comparable incident/ticket management platform.
• Ability to follow documented recovery procedures, including message replay or similar operational recovery actions.
• Working knowledge of AWS infrastructure, applications, databases, storage, identity, and monitoring concepts.
• Familiarity with GitLab, Terraform, and CI/CD processes for executing or monitoring approved production changes.
• Ability to troubleshoot failed jobs, system degradation, service outages, scheduling failures, access issues, and deployment problems.
• Strong ownership, urgency, communication, and escalation skills.
• Ability to learn independently from runbooks, Confluence pages, and knowledge articles rather than relying solely on step by step direction.

Desired Skillset:

Nice to have: Redwood, Apache Airflow, AutoSys, database platforms, vulnerability remediation, GitLab/Terraform, and AWS certification.

Educational Requirements:

Bachelor's degree in Computer Science, Information Systems, or a related field.

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 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 $62,900.00 $123,200.00.

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 Well being 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.