Incident Manager – AMS (Legacy & Cloud Applications)

Company:

CGI

Workplace address:

Laurinova 2800/4, 15500 Praha - Stodůlky, CZ

Type of employment:

Full-time work

Type of contractual employment relationship:

employment contract

Duration of employment:

Permanent

Benefits:

Educational courses, training, Meal tickets / catering allowance, Holidays 5 weeks, Sick days, Occasional work from home, Soft loans to employees, Refreshments on workplace, Contribution to sport / culture / leisure, Cafeteria, Cell phone, Corporate events, Bonuses, Flexible start/end of working hours, Notebook, Contributions to the pension / life insurance

Required education:

Bachelor's

Required languages:

en (Advanced) nebo cs (Advanced) nebo sk (Advanced)

The Incident Manager is responsible for managing the full lifecycle of incidents for a portfolio of applications within the AMS (Application Management Services) scope, which includes both legacy Java-based systems and modern cloud applications. The role ensures rapid incident resolution, effective communication with stakeholders, adherence to SLA/OLA targets, and continuous improvement of the incident management process.

Your future duties and responsibilities
• Own the incident management process and ensure all incidents are logged, classified, prioritized, and resolved within agreed SLAs/OLAs.
• Act as the single point of contact for all high-priority and major incidents.
• Coordinate response efforts across technical teams (development, infrastructure, cloud, vendors).
• Facilitate and lead incident bridge calls and war rooms.
• Ensure timely stakeholder communication and status updates during incident lifecycle.
• Conduct Post-Incident Reviews (PIR) and support Problem Management with root cause identification.
• Drive trend analysis to proactively identify and address recurring issues.
• Ensure incident documentation, impact analysis, and escalation procedures are maintained.
• Collaborate with Service Delivery Manager on service reporting and continual improvement plans.
• Maintain close interaction with monitoring, NOC, and 3rd party support where applicable.

Required qualifications to be successful in this role

Technical / Process Knowledge:
• Strong understanding of ITIL processes, specifically Incident and Problem Management.
• Hands-on experience managing incidents in mixed environments (legacy and cloud).
• Familiarity with Java-based applications, cloud platforms (Azure/AWS/GCP), and monitoring tools.
• Experience with ITSM tools such as ServiceNow, Jira, or Remedy.

Soft Skills:
• Strong communication and coordination skills under pressure.
• Ability to assess impact, prioritize incidents, and escalate appropriately.
• Detail-oriented with a structured approach to managing incidents and follow-ups.
• Capable of working independently while collaborating with cross-functional teams.

Desirable Qualifications:
• ITIL Foundation certification or higher.
• Background in managed services or regulated industry environments.
• Experience working in 24x7 or high-availability support models.

What we offer
• Great mixture of friendly atmosphere and stability of one of the biggest IT companies (Our employees stay with us for more than 8 years on average)
• Possibility to purchase company share and participation in company profit
• Professional growth and development through certified training programs and knowledge sharing
• The full-time contract for an indefinite period
• Flexible working hours
• Multi-sport card
• 900 CZK/monthly for your leisure activities
• 140 CZK meal vouchers
• 5 weeks of vacation + 3 sick days
• 30 days of fully paid sick leave
• Company loan without interest
• Mental health program

About the company CGI

CGI delivers high-quality business consulting, system integration and outsourcing services. With more than 91,000 professionals in 40+ countries, CGI achieves top results in the industry when implementing the projects within set terms and budgets.
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I am interested in the position

For the purpose of the selection procedure for this position, CGI IT Czech Republic s.r.o., Business ID: 62412388, Laurinova 2800/4, Praha, Stodůlky, as the controller, shall process the data you provided (or publicly obtained) in accordance with the General Data Protection Regulation (EU) 2016/679. The controller will assign the data processing to Alma Career Czechia s.r.o., ID No. 264 41 381, which will do so using its electronic systems.

By replying to this advertisement, you provide the controller with your personal data for the purposes and the duration of the selection procedure. In connection with processing your data, you have the respective right (i) to access the data, (ii) to rectify inaccurate or to complete incomplete data, (iii) to delete the data if it is no longer needed for the purposes for which it has been collected or processed, or if it has been collected illegally, (iv) to limit the data processing in special cases, (v) to transfer the data, (vi) to object to the data processing which will therefore be terminated, unless there are serious legitimate grounds for processing which outweigh your interests, rights, and freedoms, especially if the reason is an enforcement of legal claims, and (vii) to contact The Office for Personal Data Protection and (viii) withdraw consent where the processing is based on consent. Further information on data processing by Alma Career Czechia s.r.o., Menclova 2538/2, 180 00 Praha 8, ID No. 264 41 381, is available at https://almacareer.com/gdpr.

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