Incident and Problem Manager

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.

We acknowledge the Traditional Custodians of the land in Australia and the Tangata Whenua of Aotearoa in New Zealand. We are committed to valuing and supporting Aboriginal, Torres Strait Islander, and Māori peoples, cultures, and careers.

**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.
- Perform/drive structured Root Cause Analysis
- Proactive analysis of events/incidents and identify underlying Problem statements.
- Keep abreast of implemented technologies, and customer profiles.

**Skills & Experience**
- Presentations 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 process. 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
- 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

**What you’ll love about working here**
- 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.

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.

**About Capgemini**

Capgemini is a global business and technology transformation partner, helping organisations 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 fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion Euro.

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