Major Incident & Problem 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.  
  
For more about why Capgemini https://www.capgemini.com/au-en/careers/why-join-capgemini/ 
 

Let’s talk about the role and 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.
• Drive Problem resolution.
• Keep abreast of implemented technologies, and customer profiles.

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

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
• Comprehensive understanding of service delivery technologies and the application of these technologies relevant to IT Service Management
• 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.
• Ideally, a minimum of ITIL Foundation certificate
• 12-18 months experience in a similar role.

  
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  
Don’t meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply and tell us what you can bring to the role. 

We understand for some people, a standard hiring processes can come with challenges. If you are living with a disability, are gender diverse or neurodivergent and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at ***************@capgemini.com
 
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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