IT Major Incident Manager - Austin, TX
Job Description
IT Major Incident Manager - Austin, TX
- 071551
About Capgemini
For more than 50 years, we’ve been a dedicated partner to organizations around the world, helping them transform and manage their businesses.
A diverse collective of over 340,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.
As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society for a more inclusive, sustainable future.
About Infrastructure Services:
CIS portfolio of cloud infrastructure services includes a full spectrum of Cloud & Data Services, Employees Experience Services, Service Integration offerings, and Cybersecurity Services. All services are designed to work in combination with each other. Our unique approach to infrastructure connects solutions, services, and suppliers to implement integrated solutions across the IT supply chain, public and private clouds as well as legacy environments helping clients optimize their digital transformation journeys.
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini
Job Title: Major Incident Manager 1 - Major Incident Manager
Location: Austin Texas preferred, but we are open to other US locations. This is a work from home opportunity
Travel: NA
Job Description:
The role of the Major Incident Manager is to undertake management of Major Incidents, ensuring that they are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties perform up to high standards and follow agrees process. The role ensures that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence. The primary goal of Major Incident Manager is, as a matter of urgency, to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies. The ultimate objective is to restore IT services as soon as possible. The role of Major Incident Manager is embedded into Service Management Team and therefore works closely with Incident Management, Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service Delivery Managers and at times directly with the Customer. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts). This role closely aligns with Capgemini's ITIL best practices.
Duties include but not limited to:
- Manage / Own the Problem Management Process;
- Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;
- Identifies and assigns of unallocated Problem Ticket, e.g. ‘gray space’ to a Problem Manager;
- Is the escalation point for SDOs where root cause 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;
- Owns the Problem Management process delivery;
- Pro-actively Identify operational issues and drive root cause analysis working directly with the client and SDOs;
- Facilitates and lead operational and management oriented meetings;
- Own send-to-end analysis and business notifications;
- Provides technical & non-technical escalation and support Root Cause Analysis Teams;
- Owns the Problem Management processes;
- Drives the effective operation of the Problem Management Process;
- Ensures that stakeholder resources are appropriately identified and coached;
- Drives continuous service improvement as a pivotal element of the role;
- Drives service performance and supports improvements implementation
- Ability to adapt to changing situations throughout the lifecycle of an issue or investigation.
What you Bring:
Required:
- Relevant Years of Experience: 1 year Incident management or Service Request Fulfillment
Desired:
- ITIL certification
- ServiceNow experience
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Click the following link for more information on your rights as an Applicant - http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
What we offer:
Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.
We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.
Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.
Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences.
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