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Major Incident Manager

2 weeks ago

Sydney, Australia Capgemini Full time

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

**Roles & Responsibilities**:

- Leading the initial response to major incidents, including communication and escalation.
- Facilitating communication and status updates to internal and external stakeholders.
- Monitoring incident management service levels and escalating to service portfolio teams as needed.
- Providing after-hours support on a rotational on-call basis.
- Ensuring incidents are resolved effectively with mínimal disruption.
- Analyzing incident records to identify trends and recurring issues.
- Performing root cause analysis to identify the underlying causes of problems.
- Developing and implementing permanent fixes to prevent future incidents.
- Managing the lifecycle of problems, including record keeping and follow-up.
- Working with multiple departments and teams, including technical and agency stakeholders.
- Facilitating communication and escalation across teams.
- Engaging with customers and external parties during incidents.
- Contributing to the development and maintenance of incident and problem management processes.
- Identifying process deficiencies and suggesting improvements.
- Developing business cases for investment in event monitoring tools and correlation platforms.
- Monitoring incident management service levels and escalating to service portfolio teams as needed.
- Providing periodical reports on the status of the major incident management process.
- Participating in post-incident reviews, including formal root cause analysis.

**Qualifications & Experience**:

- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Experience with incident and problem management processes and ITIL principles.
- Knowledge of root cause analysis techniques.Experience in working with IT service management tools and systemsWhat you’ll love about working here
- You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
- We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
- At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.