Major Incident Manager

7 days ago

Airoli, Maharashtra, India Growel Softech Pvt. Ltd. Full time

The Cloud Infrastructure Services business unit reflects the Collaborative Business Experience, combining Capgemini s consulting, infrastructure build and run capabilities, as well as the provision of cloud based services in an integrated global sales and delivery model. The group provides infrastructure outsourcing services, including data center, helpdesk and network support, as well as market leading services such as service integration and cloud brokering orchestration. The group also provides infrastructure transformation services, helping clients to virtualize and optimize their technology estates. Major Incident Manger (MIM) - Infrastructure Cloud Team We are looking for an experience Major Incident Manager who can lead the on shore/offshore incident team and partner with our client to assure SLAs are met. ITIL and/or ITSM experience a plus RESPONSIBILITIES: The focus of your role within Capgemini, what you do: Consults business impact and urgency, declare Major Incident; Coordinate the process of the service restoration or impact reduction; Monitors and escalates that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement; Identifies and takes control of unallocated incidents e.g. gray space; Acts as escalation point for SDOs where resolution ownership is disputed; Provides assistance to SDOs to ensure a globally consistent approach to operational processes. Supports consistent communications in scope of the process and services; Provides high quality reports and communications; Ensures that customers business interests are maintained over and above those of any specific SDO; Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers; Identifies and escalates operational issues and drive resolution working directly with the client and SDOs; Facilitates operational and management oriented meetings; Distributes outage and business notifications; Participate in continuous service improvement; Is aware of the service performance and supports improvements implementation. SKILLS: General computer systems knowledge, integration and architecture concepts; Awareness of cross systems interrelations in context of the global business process; Experience in IT, with emphasis on operational management; Good communication skills, active participating in Incident Management meetings; Experience of working directly with client; Experience of working with virtual teams to deliver Incident Management and processes and working cross functionally; Service Desk or Support Group experience; Understanding of Service Management Framework; ITIL certification (Green Badge level - ITIL Foundation); Experience of 24*7 shift working; Ability to facilitate training sessions for internal resources; Ability to maintain high level of accuracy and to work to tight deadlines; Ability to prioritize and manage multiple tasks. Required: Strong communication skills, ability to lead cross functional teams, excellent attention to detail and writing skills. Desired: ITIL knowledge BMC Remedy experience is a plus

Additional Details

  • Global Grade : C
  • Level : To Be Defined
  • : No
  • Remote work possibility : Yes
  • Global Role Family : To be defined
  • Local Role Name : To be defined
  • Local Skills : ITIL;BPM;business intelligence
  • Languages Required: : ENGLISH
  • Role Rarity : To Be Defined

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