Senior Support Specialist - CGI WMIS
Senior Support Specialist - CGI WMIS
Senior Support Specialist (CGI WMIS). The Senior WMIS Support Specialist is responsible for providing advanced application support, issue resolution, and technical leadership for the CGI Work Management Information System (WMIS). The role involves managing high-severity incidents, performing root cause analysis, implementing permanent fixes, and supporting minor enhancements, upgrades, and integrations. The specialist acts as a bridge between the business, infrastructure, and development teams to ensure system stability and performance.
Responsibilities include:
- Lead L2/L3 application support activities for CGI WMIS and integrated systems.
- Perform incident triage, root cause analysis, and coordinate resolution of complex application issues.
- Manage problem tickets, propose preventive measures, and track long-term fixes.
- Support data analysis and correction, complex SQL/PLSQL scripts, and backend validations.
- Execute and validate application patches, hotfixes, and configuration changes through controlled releases.
- Monitor and maintain interface health and batch job performance across integrated platforms.
- Collaborate with business analysts to translate issue patterns into improvement requests or automation opportunities.
- Support change management and release validation activities in line with ITIL processes.
- Guide junior support engineers and review their deliverables.
- Maintain and continuously update Knowledge Base (KB), SOPs, and configuration documentation.
- Contribute to monthly/quarterly service performance reviews with insights on trends and optimization recommendations.
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