Job expirat
POSITION LOCATED IN IASI
• Enables effective operation of Problem Management Process
• Ensures Problem Management Process is adhered to
• Assures that problem escalation procedures are followed appropriately
• Prioritizes problems from a business perspective
• Coordinates resolution of complex and outstanding problems (Gray Space), and root cause analysis requiring input from multiple functions (e.g. organizing conference calls)
• Ensures Post Implementation Reviews (PIR) are conducted following major incidents, participating where required (e.g. facilitation) or desired (quality assurance and coaching)
• Reviews efficiency & effectiveness of problem management function and processes on a periodic basis e.g. sampling problems and known errors to verify process applied
• Creates and maintains a network of Problem Management contacts within SDO’s (Service Delivery Organizations) and Service Domains
• Creates, develops and maintains Problem Management documentation
• Produces status reports identifying trends in incidents and coordinating associated management actions - sharing root cause and known errors and other lessons learnt across regions and with service providers as appropriate
• Ensures timely provision of agreed regular reports, statistics and documents
• Client facing with excellent communication skills,
• Excellent verbal and written English,
• Enthusiastic in the role, be self-starting and have good attention to detail,
• Pro-active and seek service improvements on a regular basis,
• Experienced in creating and maintaining process documentation and reporting
• Advanced IT knowledge - with emphasis on operational management;
• Methodical approach to working, strong analytical skills
• Good organizational skills, ability to maintain high level of accuracy,
• Flexible, well-motivated team player, ability to work with minimum supervision and perform under pressure and tight deadlines,
• Excellent communication skills, both written and verbal. Ability to interpret technical issues for a less technical audience and work under pressure,
• Very good influencing skills and being able to demonstrate strong leadership qualities,
• Enthusiastic, confident with can do attitude and ability to multi-task ,
• ITIL framework awareness, possibly Foundation level certified,
• Understanding the nature of IT service management,
• Good PC skills. Need to be experienced in basic Microsoft Office Products (Word, Excel and PowerPoint),
• MS Access, Excel scripting experience desirable.
You can also apply and ask questions here: recruitment.iasi.ro@capgemini.com.
Details about the whole team: http://www.ro.capgemini.com/en/careers/iasi/
We offer a competitive salary & benefits package, a supportive international team environment and the opportunity to develop your career with one of the world’s most respected IT companies.
Capgemini is headquartered in Paris, France and operates in more than 30 countries. We are, above all, a people company¿¿¿with over 90,000 employees in North America, Europe, and the Asia Pacific region. With more than 300 offices around the globe, we are one of the world¿¿¿s largest providers of Consulting, Outsourcing and Technology Services.
