Incident Management Process Owner

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.

Position purpose

Act as a Process Owner from Service Desk/Service Management side

Management and ownership over open incidents and service requests against Service Level Agreements and contracts

Maintaining communication to the client on selected on-going cases

Chases and escalations to Resolving Teams where incidents may or have breached their resolution deadlines or upon client requests for urgent cases

Caretaking of Incident Management mailbox to ensure all emails are responded to according to the expectations

Document activities within Incident Management process in the Knowledge Base

Perform regular and ad-hoc reporting for the client

Attend regular and ad-hoc conference calls related to Incident Management process with client’s attendance

Ensure timely performance of assigned tasks

Communicate possible trends in the types of incidents being logged

Identify and help to implement potential process, procedure and automation improvements


Candidate’s profile


Well motivated team player with ability to work under pressure and in changing environment

Be able to work with minimum supervision and perform under pressure to tight deadlines

Able to work effectively and flexibly in a small team

Well-structured multi-tasking skill

Good client-facing skills

Proactive and ‘can do’ attitude

Potentially interested in development in Major Incident Management

Requirements



Background in Incident Management is desired

Excellent English written and verbal skills

Good verbal German is an advantage, but is not required

Understanding the nature of IT service support

Good communication skills, both written and verbal

Analytical and methodical approach to working

Good organizational skills, can-do attitude

ITIL Foundation knowledge (certification desirable)

Excel skills would be beneficial

Awareness of Root Cause Analysis concepts

Benefits

Attractive salary package
Meal tickets
Health insurance
Foreign language courses, trainings, certifications and tuition fees reimbursed by Capgemini
Team building events
Taxi vouchers
Regular assessments - twice a year
Significant development opportunities within the company