Major Incident Manager

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**
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 Major Incident Management and Problem Management leadership and practitioner capability as part of the service engagement.

In this role, you will get to:

- Facilitate and direct Major Incident Resolution sessions with multiple service partners, ensuring MIM communication and escalation occurs
- Liaising with Customers and Resolver Teams to determine priorities, resourcing and time frames
- Proactive analysis of events/incidents and identify underlying Problem statements
- Perform/drive structured Root Cause Analysis
- Develop strong, positive relationships with key stakeholders within Capgemini and our Customer’s business

**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 client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk and cloud service management/delivery.

Capgemini has proven experience in building cyber security strategies that have enabled our clients to a adopt security protection approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to security design and implementation managing real business risks.

**Let’s talk about your capability and experience**
- 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
- Solid Leadership skills
- Understanding of issues associated with service delivery management, SLA management, Risk Management and outsourced service delivery and associated activities
- Work collaboratively with local and international teams
- Strong written and verbal communication skills and confidence in a client facing role.
- Sound understanding of the ITIL framework with practical experience of operating ITIL aligned Incident and Problem Management process
- Ability to autonomously lead and direct a resolution team as a Major Incident Manager, whilst maintaining progress communication with the customer

**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 12 years in a row.

**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 requir