About us
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 2,000 professionals delivers IT outsourcing services to 40 clients in 20 languages.
Job description
The Major Incident Manager will be responsible for coordinating the response to all Major Incidents across all service towers and bundle providers. They will be the custodian for MIM procedures and work instructions, will manage inter-bundle provider communications and escalations in relation to MIs, manage communication and reporting to the client in relation to MIs.
This role will require liaison with the US and UK MIM team to ensure compliance with global policies, processes and procedures. Monitoring of bundle provider compliance with MIM processes, along with periodic audits and assessments to validate compliance, will be a key function of the role.
The role requires an assertive person who has experience in dealing with challenging and complex customer issues. The successful candidate will be an excellent communicator, able to negotiate, plan and communicate major incident activities across a multi-supplier organisation. You will use your influencing skills to ensure that resolutions are agreed and achieved swiftly and efficiently.
Main accountabilities
- Management and delivery of Major Incident Management
- Coordination, planning, escalation, communication and resourcing during Major Incidents
- Production and maintenance of the Major Incident Communication Plan
- Facilitation of the production and maintenance of the Major Incident Recovery Plan
- Facilitation of management team reviews
- Production of Major Incident progress updates
- Participation in Major Incident reviews
Requirements
- Detailed ITIL awareness
- Excellent English communication skills, both written and verbal
- Awareness of root cause analysis concepts
- Knowledge and utilization of ITSM
- Proven track record in Major Incident Management would be advantageous
- Proven experience, knowledge and demonstration of Problem Management, Incident Management and Change Management integration
Candidate’s profile
- Analytical and methodical approach to working
- Good organizational skills, ability to maintain high level of accuracy and to work to tight deadlines
- Flexible, well-motivated team player
- Ability to work with minimum supervision and perform under pressure
- Can do attitude
- Assertive and self starting with ability to prioritize and manage multiple tasks
What we offer
- You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages
- You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.
- You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.
- You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.
- You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)
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