Incident Manager

Why we’re different:

At Capgemini, we help organizations across the world become more agile, more competitive and more successful. Smart, tailored, often ground-breaking technical solutions to complex problems are the norm. But so, too, is a culture that’s as collaborative as it is forward thinking. Working closely with each other, and with our clients, we get under the skin of businesses and to the heart of their goals. You will too.


Capgemini is proud to represent nearly 130 nationalities and its cultural diversity. Our holistic definition of diversity extends beyond gender, gender identity, sexual orientation, disability, ethnicity, race, age and religion. Capgemini views diversity as everything that makes us who we are as an organization, including our social background, our experiences in life and work, our communication styles and even our personality. These dimensions contribute to the type of diversity we value the most: diversity of thought.

We are looking for a new colleague to join Capgemini team with:

• Excellent English and French language skills both verbal and written;
• Advanced understanding of MS Office 2007 /2010 package (Word, Excel, Powerpoint);
• Flexible and well motivated team player;
• Able to work with minimum supervision and perform under pressure to tight deadlines;

Professional competencies:
• Analytical Problem Solving
• Attention to Details
• Communicating
• Decision Making & Judgment
• Time /task Management
• Problem Diagnosis & Solution

POSITION PURPOSE AND SCOPE OF WORK:

• E2E Management of tickets, against SLAs and contracts;
• Maintain good relations with all suppliers and resolving teams;
• Escalation to TL / SDM / Resolving Teams where tickets may or have been breached;
• Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents
• Interfacing appropriately with Problem Management and Major Incidents Management teams;
• Immediate escalation to Management team where the priority of an incident may need to be upgraded, together with justifications/reasons
• Realise periodically service reports or ad-hoc reports requested by SDM /OPM /TL
• Submission of new Incident Management procedural information to Knowledge Management

Benefits:
• Attractive salary package;
• Meal tickets;
• Private Health insurance (you can choose between a list of providers);
• Foreign language courses, trainings, certifications and tuition fees reimbursed byCapgemini;
• 7card discount;
• Other bonuses as per company policy,
• Significant development opportunities within the company.

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.