Capgemini Infrastructure Outsourcing Services is one of the biggest outsourcing service providers in Poland. IOS has achieved great success and grown rapidly since the establishment of our first service center in Krakow six years ago. In 2006, we opened a second center in Katowice. Today, our team of 1,600 professionals delivers IT outsourcing services to 40 clients in 20 languages.
Currently, to our Infrastructure Outsourcing Services Centre in Katowice we are looking for candidates for the position of:
Process Manager
Place of work: Katowice
Ref. no PM/KAT/12
Job Description:
- Undertake the management of all problems for the clients infrastructure and applications
- Ensuring all problems are correctly logged, progressed, updated and authorised
- Take accountability of all open problems
- Directly interface to the incident process to support on critical situations
- Communication and escalation to the client, all subcontractor and internal
- Root Cause Analysis in partnership with resolving groups
- Monitoring and ongoing ‘management’ of Problem resolution activity in line with agreed resolution plans
- Ensure all actions and escalations are within the scope of the SLA
- Schedule/Chair Major problem reviews or works in conjunction with Major problem review team or members
- Pro-actively identify problems ‘at risk’ and take appropriate preventive measures
- Provide statistical information to support the SLA reporting
- Trend Analysis of problems
- Identify improvements to the Problem Management process.
- Recommending action as a result of Trend Analysis findings and other pro-active activity
Candidate's profile:
- More than 5 years business experience and very good know how in:
- Business German and English
- ITIL Foundation
- ITILv3 Problem-management
- Basic IT-skills
- MS Office
- Proactive team player
- Very good communication skills
- Flexible
- Willing to work with different cultures
What do we offer to the candidates:
We offer a competitive salary and benefits package, a supportive international team environment and the opportunity to develop your career with one of the world’s most respected outsourcing companies.
