Incident/Change Manager
Recruitment process for this position and onboarding trainings are conducted online
About us
Capgemini’s Cloud Infrastructure Services unit is a global team of technology experts and domain specialists that helps businesses from all around the world extract maximum business value from their IT investment and facilitates their journeys to the cloud.
In addition to facilitating journeys to the cloud, we support businesses by providing services such as helpdesk services (human and AI powered), network access and maintenance, hosting and maintaining applications, IT operations and much more. We do all this in 24 languages from 4 locations in Poland.
Join our global team and be part of technology transformation.
Who are we looking for?
Requirements:
- ITIL V3 Foundation Certificate is a plus
- Experience in dealing with technical and non technical teams
- Good knowledge and experience of how to manage SLA’s and KPI’s
- Ability to update existing and create new process documentation and training materials
- Intermediate excel skills
- Ability to work under pressure
- Excellent Presentation Skills
- Experience in cloud solutions is a plus
- Experience in international projects, internationalized application development, or globally operating companies
- Excellent communication and coordination skills
- Excellent written and spoken English
What will you do?
Incident Manager ensures that the planning, scheduling, approval, implementation and review of all changes/incidents that occur are within the IT managed infrastructure and applications portfolio. They will ensure that all activities do not impact the integrity of the environment, provide the right quality of service to the business by controlling Incident managing process on all contractors.
Main accountabilities:
- Coordination, planning, escalation, communication and resourcing during Incidents management
- Monitors and escalates status as needed for Priority 1 and 2 outage tickets
- Provides non-technical administrative support for incident bridges
- Ensures timely provision of agreed regular reports and documents.
- Responds to client requests in non-standard situations, investigating all the possibilities for a solution;
- Continuously looks for efficiency improvements, ensures all the Change requests, deployments are scheduled, allocated to priority and resources are engaged;
- Assesses business impact and urgency, declares Major Incident or escalates potential triggering of business continuity procedures or disaster recovery invocation scripts;
- Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement;
- Cooperates with various SDOs, Senior Incident Managers, and Regional/Global Account Managers;
- Liaises with all necessary parties to coordinate change implementation, in accordance with schedules
- Post Incident analysis, reviewing RCA for incidents, handing over outputs to required parties
- Reviews all outstanding Change requests and closes the completed ones
- Analyses change records to determine any trends and produces regular management reports
- Establishes credibility with the client, delivery teams and 3rd party suppliers;
- Understands the client's business and the impact of incidents and changes on their environment.
- Prioritizing of own work to meet internal/external deadlines;
- Acts as escalation point for SDOs where resolution ownership is disputed;
- Is aware of the service performance and supports improvements implementation;
- Coordinates the process of the service restoration or impact reduction;
- Identifies and takes control of unallocated incidents e.g. ‘gray space’;
- Ensures that customer’s business interests are maintained over and above those of any specific SDO;
- Participates in continuous service improvement;
What we offer?
Atmosphere
- Working with great people and in legendary atmosphere
- No formal dress code
- Annual family picnics
- Unforgettable integrational events
- Employee volunteering opportunities and interesting CSR projects
- We value and respect diversity in terms of gender, nationality, roles, age, interests
- Internal celebration initiatives: Children's Day, St. Nicholas Day and many more
- Supporting employees' hobbies: Business Run, e-sport games, basketball, volleyball
Development
- Development in expert or leader competencies
- Broad training offer with possible co-funding
- Access to MIT Sloan Management Review Polska knowledge base
- Introduction plan for new employees and Buddy Initiative
- A wide range of instructor-led and e-learning trainings
- Co-financing for post-graduate studies and courses
- Many companies under one roof / internal headhunters
- Internal development events: conferences, meetings, communities
- Education First platform for learning English online
Benefits
- Bonuses, including those for new employees recommendation
- Additional life insurance
- Access to MyAudiobooks - Entertainment and personal growth in audio version
- Attractive package of extra benefits of your choosing (fitness, gym, cinema, etc.)
- Disability inclusion, assistive technologies, reasonable accommodations
- Stay Well helpline to support the emotional and mental aspects of well-being
- Private medical care for you and your family
- Bicycle parking and carpooling options
- Free coffee, water, milk and wide range of teas
- Anti-smog plants in offices
- Car leasing
About us
Capgemini’s Cloud Infrastructure Services unit is a global team of technology experts and domain specialists that helps businesses from all around the world extract maximum business value from their IT investment and facilitates their journeys to the cloud.
In addition to facilitating journeys to the cloud, we support businesses by providing services such as helpdesk services (human and AI powered), network access and maintenance, hosting and maintaining applications, IT operations and much more. We do all this in 24 languages from 4 locations in Poland.
Join our global team and be part of technology transformation.