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.
Senior Incident Manager (German)
Place of work: Katowice
Ref. no SIM/GER/KTW
Main accountabilities
- Undertake the management of all incidents for the clients infrastructure and applications
- Ensure that all incidents are correctly logged, progressed, updated and authorised
- Take accountability of all open incidents
- Ensure actions to resolve incidents are captured and documented
- Facilitate of cross-Resolver resolution
- Ensure all actions and escalations are within the scope of the SLA
- Schedule/Chair Major Incident reviews or works in conjunction with Major Incident review team or members
- Pro-actively identify incidents ‘at risk’ and take appropriate preventive measures
- Provide statistical information to support the SLA reporting
- Identify improvements to the Incident Management process
- Trend Analysis of Incidents and infrastructure monitoring data
- Communication and escalation to the client, all subcontractor and internal
- Recommending action as a result of Trend Analysis findings and other pro-active activity
- Interface to the problem process to ensure an handover
Candidate’s profile
- Familiar with one of the following IT technologies: Networking, Operating Systems (preferable Unix family), web applications
- Overall knowledge on modern IT solutions in area of infrastructure management
- MS Office knowledge
- Knowledge and understanding of ITIL concept
- Proactive team player
- Very good communication skills
- Flexible
- Willing to work with different cultures
- Willing to work on Polish public holidays and occasional out of office hours
- Fluent German
- English language skills on communicative level
What do we offer to the candidates:
- Interesting and stable job in international team
- Competitive salary with attractive benefit package
- Intensive training package
- Opportunity of personal development in a multinational environment
- Free private medical care
- Flex benefits
- Additional life insurance
- Friendly working atmosphere
