Empower Your Career at Capgemini
We're a company that empowers you to shape your career in the way you'd like. Our collaborative community of colleagues around the world will support and inspire you, enabling you to reimagine what's possible.
Responsibilities
* Develop strong, positive relationships with key stakeholders within Capgemini and our Customers' businesses.
* Liaise with Customers and Resolver Teams to determine priorities, resourcing, and timeframes.
* Facilitate and direct Major Incident Resolution sessions with multiple service partners, ensuring MIM communication and escalation occurs.
* Perform/drive structured Root Cause Analysis.
* Proactively analyze events/incidents and identify underlying Problem statements.
* Stay up-to-date on implemented technologies and customer profiles.
Key Skills and Experience
* Presentation skills: articulate technical and business value/outcomes to various audiences.
* Strong written and verbal communication skills, with confidence in client-facing roles. Ability to build relationships and trust, conduct formal meetings, and provide concise reporting.
* Sound understanding of the ITIL framework, with practical experience operating ITIL-aligned Incident and Problem Management processes. Ability to provide training and guidance to resolution teams.
* Able to lead and direct resolution teams as a Major Incident Manager, maintaining progress communication with customers while working out-of-business hours on a rostered basis.
* Extensive incident and problem management experience, with demonstrated success implementing ITIL incident management processes in large and complex IT environments.
* Strong service management attitude, with a commitment to quality standards and continuous improvement.
* Comprehensive understanding of service delivery technologies and their application relevant to IT Service Management.
* Ideal candidate holds a minimum ITIL Foundation certificate.
* 12-18 months of experience in similar roles.
* Familiarity with issues associated with service delivery management, SLA management, Risk Management, and outsourced service delivery, and related activities.
About Working at Capgemini
* We recognize the importance of flexible work arrangements for supporting a healthy work-life balance.
* We're committed to your career growth, offering various programs and diverse professions to explore opportunities.
* Equip yourself with valuable certifications in the latest technologies, such as AWS and Microsoft Azure.
About Us
We strive to ensure you feel respected, informed, and valued throughout our recruitment process. Share your suggestions for improvement via our website's Contact Us page if your experience falls short.
Capgemini is a global business and technology transformation partner. We help organizations accelerate their dual transition to a digital and sustainable world, creating tangible impact for enterprises and society. With a strong heritage, we're trusted by clients to unlock the value of technology addressing entire business needs. We deliver end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by market-leading capabilities in AI, cloud, and data combined with deep industry expertise and our partner ecosystem.