Incident Management Process Owner
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Angajator: | Capgemini Romania |
Domeniu: |
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Tip job: | full-time |
Nivel job: | 1 - 5 ani experienta |
Orase: |
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Actualizat la: | 28.07.2017 |
Remote work: | On-site |
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
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