Job expirat
1. POSITION PURPOSE AND SCOPE OF WORK:
• Asses business impact and urgency, declare Major Incident or escalates potential triggering of business continuity procedures or disaster recovery invocation scripts;
• Coordinate the process of the service restoration or impact reduction;
• Ensures that cross-SDO incidents are resolved effectively securing end-to-end Service Level Agreement;
• Identifies and takes control of unallocated incidents e.g. ‘gray space’;
• Acts as escalation point for SDOs where resolution ownership is disputed;
• Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes. Provides consistent communications in scope of the process and services;
• Provides high quality reports and communications;
• Ensures that customer’s business interests are maintained over and above those of any specific SDO;
• Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers;
• Identifies and escalates operational issues and drive resolution working directly with the client and SDOs;
• Facilitates and coordinates operational and management oriented meetings;
• Own send-to-end outage and business notifications;
• Provides technical & non-technical support for Major Incident response Teams;
• Participates in continuous service improvement;
• Is aware of the service performance and supports improvements implementation.
2. REQUIREMENTS:
• Excellent English communication skills, both written and verbal;
• Proven experience, knowledge and demonstration of Problem Management, Incident Management
• Change Management integration;
• Awareness of root cause analysis concepts;
• Ability to facilitate and coordinate technical MIRTs;
• Ability to produce necessary detailed documentation following MIRTs;
• Ability to influence the tasks needed to resolve high priority incidents;
• Ability to manage and collaborate with virtual teams.
• Ability to handle escalations in a timely and effective manner;
• Ability to function relatively unsupervised as an independent contributor or as a team member;
• Knowledge and utilization of ITSM, EARS and other Capgemini tools used to support client data;
• Knowledge of ITIL framework best practice.
• Analytical and methodical approach to working;
• Good organizational skills, ability to maintain high level of accuracy and to work to tight deadlines;
• Flexible, well-motivated team player, ability to work with minimum supervision and perform under pressure;
• Can do attitude;
• Assertive and self starting with ability to prioritize and manage multiple tasks.
3. WORK SHIFTS PATTERN: 24/7
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.
