Capgemini Infrastructure Services is one of the biggest outsourcing service providers in Poland. IS has achieved great success and grown rapidly since the establishment of our first service center in Krakow in 2004. In 2006, we opened a second center in Katowice and in 2012 a third center in Opole. Today, our team of 1,600 professionals delivers IT outsourcing services to 40 clients in 20 languages.
This role will have the responsiblity of managing the Capgemini Global Major Incident Management process and therefore will work closely with Incident Management, Problem Management, Change Management, Service Delivery units, Service Desks and directly with the Customer.
This role requires an assertive person who is mature in business accumen, has experience in dealing with challenging and difficult customer issues as well as the ability to deflate these types of situations without leadership escalation. Has a well rounded background in technology, processes, with an emphasis on leadership and influence due to the nature of Major Incident Management procedure.
Main accountabilities
- Handle major incidents according to Service Level Agreements
- Own business notifications for Major Incidents
- Chair conference calls and act as an escalation point during major incidents
- Provide non-technical administrative support during and after closure of the major incidents
- Facilitate and/or participate in daily operational meetings to review service outages and drive to service restoration, manage errors and remediation status
- Ensure timely provision of agreed regular reports and documents
- Analytical and methodical approach to working
- Good organizational skills, ability to maintain high level of accuracy and to work to tight deadlines and under pressure
- Flexible, well-motivated team player, ability to work with minimum supervision
- “Can do” attitude; solid negotiation and communication skills
- Capable of exacting task execution, including from the senior management
- Capable of making fast decisions in order to achieve immediate results
- Assertive and self starting with ability to prioritize and manage multiple tasks
- Excellent English communication skills is a must, both written and verbal
- Desirable ITIL Certification
- Knowledge of IT environment
- Awereness of Root Cause Analysis concepts
- Ability to facilitate and coordinate technical conference calls
- Ability to produce necessary detailed documentation following closure of the incident
- Ability to delegate and execute timely delivery of tasks
- Ability to function relatively unsupervised as an independent contributor or as a team member and to handle escalations in a timely and effective manner
- Ability to manage and collaborate with virtual teams
- Joining a strategic team at Capgemini Eastern Europe
- Working remotely from home
- Competitive salary with attractive benefit package
- Free private medical care
- Additional life insurance
- Dynamic work environment and friendly atmosphere in the work place
