Incident Management Process Owner

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Angajator: Capgemini Iasi
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Iasi
  • Actualizat la: 28.07.2017
    Scurta descriere a companiei

    Capgemini is one of the world's foremost providers of consulting, technology, outsourcing services and local professional services. Present in over 40 countries with almost 140,000 employees, the Capgemini Group helps its clients transform in order to improve their performance and competitive positioning.

    We offer an array of integrated services that combine top-of-the-range technology with deep sector expertise and a strong command of our four key businesses.


    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 clients 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

    Candidates 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



    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


    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