Service Management Incident

Service Management Incident / Problem Manager with GermanMiejsce pracy: KatowiceTechnologies we useOperating systemWindowsAbout the projectThe Problem Manager’s primary responsibility is management of the Problem Management process in scope of the Service Support ITIL processes. The goal of Problem Manager is to prevent, remove or minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure. Seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities. In order to achieve this goal, Problem Manager seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. Undertakes pro-active investigations and preventive activities mitigation even potential IT business related risk. Carries out root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts) ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability.Your responsibilitiesEnables the effective operation of the Problem Management Process and oversees the Problem Management process delivery;Performs proactive and re-active investigations protecting client's business and initiates actions to improve or correct the situation, ensures that customer’s business interests are maintained over and above those of any specific SDO, secures prioritization of problems from a business perspective;Assuring the analysis of the aggregate incident data to identify key trends;Ensures that cross -SDO problem investigations are conducted effectively securing end-to-end Service Level Agreement, acts as escalation point in scope of root cause analysis process;Produces high quality reports, coordinates associated management actions - shares root cause and known errors and other lessons learnt across the regions and with service providers as appropriate;Gets to the root cause of Incidents and recommends actions to improve or correct the situation;Facilitates the resolution of the complex problems and root cause analysis requiring the input of the multiple functions/SDO’s;Manages or coordinates implementation of corrective actions, recording of residual business risk, communicates high quality updates to all stakeholders;Ensures high quality input into Known Error DB and KM systems;Ensures that active knowledge sharing exists between all engaged parties, ensures mandatory compliance with and ongoing maintenance of the Known Error database and promoting it across SDOs and Service Domains;Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes;Reviews the efficiency & effectiveness of the Problem Management function and processes on a periodic basis;Creates and maintains a network of the Problem Management contacts within the SDO’s and Service Domains;Builds and maintains effective working relationships with Customers and Suppliers;Facilitates and lead operational and management oriented meetings;Acts as champion for the Problem Management  processes and collaborates with other Service Management services, various SDOs, stakeholders;Our requirementsAbility to rapidly assimilate and process complex information streams and adapt according to rapidly changing circumstancesAbility to influence the tasks needed to resolve high priority incidentsKnowledge and utilization of ITSM, SNOW and other CapGemini tools used toDetailed ITIL awareness, ITIL Certification would be an advantageAbility to facilitate and coordinate technical Major Incident Restoration Team MeetingsAbility to manage, track and coordinate Major Incident recovery activities across multiple support client dataKnowledge of Problem Management, Incident, Management, and Change ManagementStrong interpersonal and communication skills.Analytical thinker with strong leadership skills.Ownership mentality.Ability to work under pressure.What we offerWell-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.Benefitssharing the costs of sports activitiesprivate medical carelife insuranceno dress codeparking space for employeesextra social benefitsredeployment packageemployee referral programcharity initiativesaccess to courses e.g. Excel, VBA, RPA, Customer Careunlimited access to Udemy Businessfree chat/call with a therapistRecruitment stagesInterview with the recruiterCompetency Tests/Language VerificationVideo call with a managerFinal DecisionCapgemini Polska Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).