Service Management Consultant - Major Incident Manager

About the role

We are seeking an experienced Major Incident Manager to lead the onshore/offshore incident team and partner with our client to meet Service Level Agreements (SLAs).

Responsibilities

• Consults business impact and urgency, collaborates with SDM/ODM and clients (C-level, management and technical team leads including Bottlers (3rd Party) when needed.
• Declares Major Incidents; Coordinates the process of service restoration or impact reduction.
• Maintains monitoring and escalates cross-client incidents to ensure effective resolution securing end-to-end SLA compliance.
• Identifies and takes control of unallocated incidents, such as 'gray space', and acts as an escalation point where resolution ownership is disputed.
• Provides assistance to clients' workstreams to ensure a consistent approach to operational processes.
• Supports consistent communications in scope of the process and services; provides high-quality reports and communications.
• Ensures that customer's business interests are maintained.
• Manages and cooperates with offshore Incident Managers, Major Incident Managers, Problem and Change Managers; identifies and escalates operational issues and drives resolution working directly with the client and SDM/ODM.
• Facilitates operational and management-oriented meetings; distributes outage and business notifications.
• Participates in continuous service improvement; provides leadership and proactive redesign of MIM process at client.
• Is aware of the service performance and supports improvements implementation.

Requirements

• General computer systems knowledge, integration and architecture concepts.
• Awareness of cross-systems interrelations in context of the global business process.
• Experience in IT, with emphasis on operational management.
• Good communication skills, active participation in Incident Management meetings.
• Experience of working directly with C-level and management clients.
• Experience of working with virtual teams to deliver Incident Management and processes and working cross-functionally.
• Service Desk or Support Group experience.
• Understanding of Service Management Framework.
• ITIL certification (Green Badge level - ITIL Foundation).
• Experience of 24*7 shift working.
• Ability to facilitate training sessions for and manage internal resources.
• Ability to maintain high level of accuracy and work to tight deadlines.
• Ability to prioritize and manage multiple tasks.

Skills

• General computer systems knowledge, integration and architecture concepts.
• Awareness of cross-systems interrelations in context of the global business process.
• Experience in IT, with emphasis on operational management.
• Good communication skills, active participation in Incident Management meetings.
• Experience of working directly with C-level and management clients.
• Experience of working with virtual teams to deliver Incident Management and processes and working cross-functionally.
• Service Desk or Support Group experience.
• Understanding of Service Management Framework.
• ITIL certification (Green Badge level - ITIL Foundation).
• Experience of 24*7 shift working.
• Ability to facilitate training sessions for and manage internal resources.
• Ability to maintain high level of accuracy and work to tight deadlines.
• Ability to prioritize and manage multiple tasks.

Pay

The base compensation range for this role in the posted location is: $55,692- $109,200. Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws.

Benefits

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retail savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice

Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.