Problem & Incident Manager

1 week ago

Perth, 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.

**Let’s talk about the role and responsibilities**
- Developing strong, positive relationships with key stakeholders within Capgemini and our Customer’s business
- Operate as a Problem Manager, directing compliance to process/procedure whilst maintaining progress and communication with all change participants.
- Operate as a Major Incident Coordinator, directing compliance to process/procedure whilst maintaining progress and communication with all stakeholders.
- Continuously keeping abreast of implemented technologies, and customer profiles
- Liaising with Customers and Resolver Teams to determine priorities, resourcing and timeframes.
- The Major Incident role will incur work outside normal business hours so the role will involve a degree of flexible/additional working hours.

**Let's talk about the team**

You will be working within a varied complex role with one of Capgemini’s valued customers working with an accomplished team in a collaborative atmosphere. You will provide onsite and remote ITSM Problem Management and Major Incident Management capability as part of the service engagement. This will require some commitment to work outside of normal office hours.

**Let’s talk about your capability and experience**
- Sound understanding of the ITIL framework with practical experience of operating ITIL aligned Problem and Incident Management processes.
- 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.
- Ability to operate, lead and direct as a Major Incident Coordinator, whilst maintaining progress communication with the stakeholders.
- Ability to provide training and guidance to resolution teams.
- 12-18 months experience in a similar role.
- Presentations skills, able to articulate technical and business value/outcomes to varying audiences.
- Strong analytical, 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 Problem and Incident Management processes.
- Ability to provide training and guidance to resolution teams.
- Ideally, a minimum ITIL Foundation certification

**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. Its 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 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 10 years in a row.

**Our Commitment to Diversity & Inclusion**

**Information Security and Compliance**
Capgemini Australia has developed and manages, process orientated 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.

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