Incident and Problem Manager

4 weeks ago

Geelong, Victoria, Australia Capgemini Full time

Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what's possible. Capgemini. Get the future you want.

For more about why Capgemini, visit this link.

Let's talk about the role and responsibilities

  • Developing strong, positive relationships with key stakeholders within Capgemini and our Customer's business.
  • Liaising with Customers and Resolver Teams to determine priorities, resourcing and timeframes.
  • Facilitating and directing Major Incident Resolution sessions with multiple service partners, ensuring MIM communication and escalation occurs.
  • Performing/driving structured Root Cause Analysis.
  • Proactive analysis of events/incidents and identifying underlying Problem statements.
  • Keeping abreast of implemented technologies, and customer profiles.
Let's talk about the team

Our Cloud Infrastructure Services practice brings together the right technology, processes, and culture to deliver business agility and cost reduction to our clients. We provide cloud focused delivery services on areas such as hybrid cloud, workplace services, security, and cloud service management/delivery.

Let's talk about your capability and experience
  • Presentation skills: able to articulate technical and business value/outcomes to varying audiences.
  • Strong written and verbal communication skills and confidence in a client-facing role. Ability to build relationships and trust, conduct formal meetings, and provide concise reporting.
  • Sound understanding of the ITIL framework with practical experience of operating ITIL aligned Incident and Problem Management processes. Ability to provide training and guidance to resolution teams.
  • Ability to autonomously lead and direct a resolution team as a Major Incident Manager, whilst maintaining progress communication with the customer. This will involve out of Business hours commitment on a rostered basis.
  • Extensive incident and problem management experience with demonstrated experience operating a successful implementation of ITIL incident management processes within large and complex IT environments.
  • A strong service management attitude, with commitment to quality standards and continuous improvement.
  • Comprehensive understanding of service delivery technologies and the application of these technologies relevant to IT Service Management.
  • Ideally, a minimum of ITIL Foundation certificate.
  • 12-18 months experience in a similar role.
  • Understanding of issues associated with service delivery management, SLA management, Risk Management, and outsourced service delivery and associated activities.
About Capgemini

At Capgemini, we are more than just a business; we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people, and our communities get the future they want.

Our people are the key to making this vision a reality, which is why we have been recognised by the Australian Workplace Equality Index as LGTBQ+ 'Employer of the Year' and 'Inclusion of Trans and Gender Diverse Employees' for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong, and our staff-led community groups are a testament to this commitment. We are committed to being active allies for everyone.

We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. That's why we are committing to being carbon neutral for our own operations no later than 2025 and across our supply chain by 2030, and committed to becoming a net zero business by 2040.

Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications, and boundless development opportunities. You'll be encouraged to gain at least 40 hours of training each year.

For over 50 years our values and ethics have been at the heart of our identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognised as one of the World's Most Ethical Companies by the Ethisphere Institute 12 years in a row.

Our Commitment to Diversity & Inclusion

Don't meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly, we encourage you to apply and tell us what you can bring to the role.

We understand for some people, a standard hiring process can come with challenges. If you are living with a disability, are gender diverse or neurodivergent and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at talentacquisitionaunz@capgemini.com.

Information Security and Compliance

Capgemini Australia has developed and manages process-oriented Management Systems compliant to the requirements of ISO9001, ISO27001 and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.

We strive to ensure you feel respected, informed, and valued through our recruitment process. If your experience falls short of this, we welcome your suggestions for improvement via our Contact Us page on our website.

#J-18808-Ljbffr

  • Incident and Problem Resolution Lead

    2 weeks ago

    Geelong, Victoria, Australia Capgemini Full time

    Role OverviewThe Cloud Infrastructure Support Manager will play a critical role in supporting our cloud infrastructure services practice, which brings together the right technology, processes, and culture to deliver business agility and cost reduction to our clients.Key ResponsibilitiesLiaising with Customers and Resolver Teams to determine priorities,...

  • Incident Investigation

    3 weeks ago

    Geelong, Victoria, Australia AusNet Full time

    When you choose AusNet, you'll join genuine people working together making Real Progress.At AusNet, we're the link between renewable energy sources and local communities, playing a key role in the clean energy transition and providing essential energy to every Victorian family.Help us lead the way, while enriching your career with real people who encourage...

  • Major Incident Response Coordinator

    2 weeks ago

    Geelong, Victoria, Australia Capgemini Full time

    Key Skills and QualificationsPresentation skills: able to articulate technical and business value/outcomes to varying audiences.Strong written and verbal communication skills and confidence in a client-facing role. Ability to build relationships and trust, conduct formal meetings, and provide concise reporting.Sound understanding of the ITIL framework with...

  • Trauma/Critical Incidents

    3 weeks ago

    Geelong, Victoria, Australia Converge Full time

    Partner up with a leading Mental Health services providerJoin a national trauma response team in VictoriaCombination of assessment and onsite/phone based response workFull-time and Part-time opportunities availableWork with Government and corporate clientsWork flexibly from home/officeSeeking committed trauma management specialists who can support a diverse...

  • Trauma/Critical Incidents

    2 days ago

    Geelong, Victoria, Australia Converge Full time

    Partner up with a leading Mental Health services providerJoin a national trauma response team in VictoriaCombination of assessment and onsite/phone based response workFull-time and Part-time opportunities availableWork with Government and corporate clientsWork flexibly from home/officeSeeking committed trauma management specialists who can support a diverse...

  • IT Service Management Specialist

    2 weeks ago

    Geelong, Victoria, Australia Capgemini Full time

    About the RoleWe are seeking an experienced IT Service Management Specialist to join our team as an Incident and Problem Resolution Lead. This role will be responsible for developing strong relationships with key stakeholders, facilitating major incident resolution sessions, and performing root cause analysis.Key ResponsibilitiesDeveloping positive...

  • Cloud Security Operations Lead

    7 days ago

    Geelong, Victoria, Australia Bendigo & Adelaide Bank Part time

    Company Overview: At Bendigo & Adelaide Bank, we're making better happen. We believe that in banking, bigger can be better, and together we're achieving it. Our cloud-first approach is transforming the way we work, and we're looking for talented individuals to join us on this journey.About the Opportunity: As a Senior SOC Analyst, you'll play a key role in...

  • Cloud Infrastructure Support Manager

    2 weeks ago

    Geelong, Victoria, Australia Capgemini Full time

    About UsCapgemini is a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people, and our communities get the future they want.Our CultureWe believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing...

  • Cloud Infrastructure Service Manager

    2 weeks ago

    Geelong, Victoria, Australia Capgemini Full time

    Capgemini is a global collective of strategic and technological experts who help clients reimagine what's possible with technology. We are seeking a Cloud Infrastructure Service Manager to join our thriving company.">Role Responsibilities:Ensure client infrastructure is maintained and supported for efficient service delivery aligned to contractual...

  • Automated Trolley Management Associate

    1 week ago

    Geelong, Victoria, Australia Cartology Full time

    Key Responsibilities:As an Automated Trolley Management Associate, you will be responsible for the efficient collection and return of shopping carts to their designated bays.Your key responsibilities will include driving a trolley collection vehicle, collecting trolleys from car parks and surrounding areas, and performing routine maintenance tasks on the...

  • HSEQ Manager

    2 weeks ago

    Geelong, Victoria, Australia Visy Industries Australia Pty Full time

    At Visy, we love solving problems together.Job no: 50008062Work type: Full TimeLocation: Melbourne - SouthHSEQ ManagerLocation: Clayton, VictoriaAt Visy, our people make us stand out. We're passionate about making a difference every day by delivering innovative, sustainable packaging and recycling solutions.We have a fantastic opportunity for a HSEQ Manager...

  • IT System Architect

    22 hours ago

    Geelong, Victoria, Australia Cool Bananas Services Pty Ltd Full time

     Job DescriptionWe are seeking an experienced Computer Network and Systems Engineer with great database management and cloud-based server maintenance skills. The successful candidate will have a deep understanding of network programming, strong written and verbal communication skills, and a strong focus on customer engagement. You will be responsible for...

  • Primary Plant Specialist

    2 weeks ago

    Geelong, Victoria, Australia AusNet Full time

    AusNet is an industry leader in energy transformation, and we're seeking a skilled engineer to join our team as a Field (Primary) Engineer. You'll work with our engineering teams and field crews to provide technical engineering and analytical support for scoping, design, construction, operation, and maintenance.This role will deliver real outcomes, including...

  • Service Delivery Expert

    2 weeks ago

    Geelong, Victoria, Australia Capgemini Full time

    We believe in empowering employees with knowledge and skills to succeed. As a Cloud Infrastructure Service Manager, you will be part of a diverse global collective driving sustainable thinking into operations and client work.">Main Responsibilities:Ensure client infrastructure is maintained and supported for efficient service delivery aligned to contractual...

  • Engineering Operations Coordinator

    2 weeks ago

    Geelong, Victoria, Australia AusNet Full time

    AusNet is a leading provider of energy services in Victoria. We're seeking a skilled engineer to join our team as a Field (Primary) Engineer. This role offers the opportunity to work with our engineering teams and field crews to provide technical engineering and analytical support for scoping, design, construction, operation, and maintenance.This role will...

  • Risk Management Specialist

    5 days ago

    Geelong, Victoria, Australia David Jones Ltd. Full time

    Job Overview">We are seeking a skilled Risk Management Specialist to join our team at David Jones Ltd. As a Loss Prevention Officer, you will play a crucial role in promoting safety and security across the store.">About the Role">As a Risk Management Specialist, you will be responsible for monitoring and implementing risk management policies, as well as...

  • Cloud Operations Specialist

    2 weeks ago

    Geelong, Victoria, Australia Capgemini Full time

    As a Cloud Infrastructure Service Manager at Capgemini, you will have the opportunity to make a real impact on our clients' businesses. Our team brings together the right technology, processes, and culture to deliver business agility and cost reduction.">Key Performance Indicators:Ensure client infrastructure is maintained and supported for efficient service...

  • IT Support Team Lead

    2 weeks ago

    Geelong, Victoria, Australia Capgemini Full time

    At Capgemini, we strive to create a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work. Our Cloud Infrastructure Services & Modern Work (CIS & MW) practice delivers business agility and cost reduction to our clients.">Key Responsibilities:Ensure client infrastructure is maintained and supported for efficient service...

  • Service Delivery Manager

    7 days ago

    Geelong, Victoria, Australia Capgemini Part time

    Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what's possible.Capgemini.Get the future you want.For more about why Capgemini click here.Let's talk about the role and responsibilitiesEnsure that client infrastructure is...

  • IT Service Delivery Expert

    4 days ago

    Geelong, Victoria, Australia Cotton On Group Full time

    The RoleThis temporary opportunity is for a casual Service Desk Analyst to join our global Information Technology (I.T.) business operations. As the backbone of our I.T. support, you'll deliver top-notch phone-based support, collaborating closely with other I.T. teams to ensure seamless service. Your focus will be on swift resolutions and root cause...