The role of Major Incident Manager falls within the Service Management Office team. 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 an experience in dealing with challenging and difficult customer issues as well as the ability to deflate these types of situations without leadership escalation.
responsibilities :
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
requirements-expected :
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 used to
Detailed ITIL awareness, ITIL Certification would be an advantage
Excellent English 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
offered :
Well-being culture: medical care with Medicover, private life insurance, and Multisport card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Lets talk about wellbeing" which you can listen to on Spotify.
Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.
Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
benefits :
sharing the costs of sports activities
private medical care
life insurance
no dress code
parking space for employees
extra social benefits
redeployment package
employee referral program
charity initiatives
access to courses e.g. Excel, VBA, RPA, Customer Care
