Incident and Problem Manager

2 weeks ago

Melbourne, Australia Capgemini Engineering 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.

As an Incident & Problem Management Manager, you are responsible for leading the strategic and operational aspects of incident and problem management within the organization. Your primary goal is to ensure that IT services are restored swiftly during disruptions and that underlying issues are identified and resolved to prevent recurrence.
- Lead the initial response to major incidents, ensuring timely communication and escalation.
- Provide regular status updates to internal and external stakeholders.
- Monitor incident service levels and escalate to service portfolio teams as needed.
- Participate in a rotational on-call schedule for after-hours support.
- Ensure effective resolution of incidents with mínimal business disruption.
- Analyze incident trends to identify recurring issues.
- Conduct root cause analysis and implement long-term solutions.
- Manage the full lifecycle of problems, including documentation and follow-up.
- Work closely with technical teams, business units, and external partners.
- Facilitate clear communication and escalation across departments.
- Engage with customers and stakeholders during high-impact incidents.
- Contribute to the development and refinement of incident and problem management processes.
- Identify process gaps and recommend improvements.
- Support business cases for investment in monitoring and correlation tools.
- Track and report on incident management performance metrics.
- Participate in post-incident reviews and formal root cause analysis sessions.

**Skills & Experience**:

- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Proven experience with ITIL-based incident and problem management.
- Proficiency in root cause analysis techniques.
- Hands-on experience with ITSM tools and platforms.

**Long Description**:

- We recognise the significance of flexible work arrangements to provide support. Be it remote work, or flexible work hours, you will get an environment to maintain healthy work life balance.
- At the heart of our mission is your career growth. Our array of career growth programs and diverse professions are crafted to support you in exploring a world of opportunities.
- Equip yourself with valuable certifications in the latest technologies such as AWS and Microsoft Azure.

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.

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