Informacje o stanowisku

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

The role of Major Incident Manager falls within the Service Management Group. This role will have the responsibility of managing the Capgemini Major Incident Management process and therefore will work closely with Incident Management, Problem Management, Change Management, Capgemini Tower Management and Leads, SDMs, Service Desks and at times directly with the Customer. The role requires an assertive person who has experience in dealing with challenging and complex customer issues and who is mature in business acumen. The successful candidate will be an excellent communicator, able to negotiate, plan and communicate major incident activities. You will use your influencing skills to ensure that resolutions are agreed and achieved swiftly and efficiently. This role requires experience in dealing with challenging and difficult customer issues as well as the ability to deflate these types of situations without leadership escalation.

YOUR TASKS

• Management and delivery of Major Incident Management
• Coordination, planning, escalation, communication and resourcing during Major Incidents
• Production and maintenance of the Major Incident communication
• Monitor and escalate status as needed for Priority 1 and 2 outage tickets
• Provide non-technical administrative support for Major Incident Response Teams (MIRTs)
• Ensure timely provision of agreed regular reports and documents
• Participation in Major Incident reviews

YOUR PROFILE

• Ability to rapidly assimilate and process complex information streams and adapt according to rapidly changing circumstances
• Ability to influence the tasks needed to resolve high priority incidents
• Knowledge and utilization of ITSM, SNOW and other CapGemini tools
• Detailed ITIL awareness; ITIL Certification would be an advantage
• Excellent English and French communication skills, both written and verbal
• Ability to facilitate and coordinate technical Major Incident Restoration Team Meetings
• Ability to manage, track and coordinate Major Incident recovery activities across multiple support client data
• Ability to manage and collaborate with virtual teams
• Knowledge of Problem Management, Incident Management, and Change Management

WHAT YOU’LL LOVE ABOUT WORKING HERE

• Well-being culture: medical care with Medicover, private life insurance, and Multisport card. We also offer our own Capgemini Helpline for therapeutic support and an educational podcast on wellbeing.
• Access to over 70 training tracks with certification opportunities on our NEXT platform, including free access to various educational resources.
• Continuous feedback and ongoing performance discussions supported by a transparent performance management policy.
• Enjoy a hybrid working model that fits your life, with a home office package provided.

GET TO KNOW US

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, striving to create a workplace where everyone can succeed and feel valued.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Business Consulting and Services

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