Major Incident Response Technical Analyst

Capgemini; Chennai District; Hybrid; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary and performance-based bonuses

Comprehensive benefits package

Career development and training opportunities

Flexible work arrangements

Dynamic and inclusive work culture

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Job summary

A global IT services leader is seeking a Major Incident Response Technical Analyst in Chennai, India. This role requires managing production incidents and driving improvements in service delivery. Ideal candidates will have 4-6 years of experience and proficiency in IT Service Management, along with strong skills in troubleshooting and cloud computing. The position offers a competitive salary, benefits package, and a hybrid work culture, fostering inclusivity and career development opportunities.

Qualifications

• Total experience of 4 to 6 years required.
• Fluent English proficiency necessary.

Responsibilities

• Manage production incidents and problems effectively.
• Own production operational health, including real-time communication.
• Identify opportunities for efficiency gains.
• Develop partnerships with IT stakeholders.
• Exceed ITSM KPIs based on strategic goals.
• Collaborate in a hybrid workplace.
• Promote an inclusive work environment.

Skills

IT Service Management - Advanced

Observability and Troubleshooting - Advanced

Major Incident Management - Advanced

Cloud Computing - Intermediate

Service Reliability Engineering - Intermediate

Software Development - Intermediate

Tools

Dynatrace

ThousandEyes

ExtraHop

SevOne

FullStory

SharePoint

Excel

Job description

Major Incident Response Technical Analyst

Our Client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Role Description

Are you an experienced IT Technical professional passionate about driving service delivery improvements on a scale? We are seeking a Technical Lead to join our Infrastructure Shared Services (ISS) department to manage Incident and Problem Investigations.

• Major Incident Management: Function as the first line of defense in responding to production issues, constantly monitoring system health, and troubleshooting with appropriate teams to expedite service restoration
• Problem Management: Implement preventive measures by seeking root causes and working cross-functionally across various groups to improve code, infrastructure, processes, and more

Responsibilities

• Manage Production Incidents and Problems effectively
• Own production operational health, including real-time communication with stakeholders during service disruptions
• Bring strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation
• Develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams
• Drive towards meeting and exceeding ITSM KPIs based on the organization’s strategic goals
• Collaborate with talented IT teams with varying levels of experience in a hybrid workplace
• Foster an inclusive work environment and promote our company culture

Requirements

Total Experience: 4 yrs to 6 yrs

English Proficiency: Fluent

Skills

• IT Service Management - Advanced (ITSM & ITIL certification are good to have)
• Observability and Troubleshooting - Advanced
• Major Incident Management - Advanced
• Cloud Computing - Intermediate
• Service Reliability Engineering - Intermediate
• Software Development - Intermediate

Tools

• Dynatrace - Intermediate (4-6 Years) or Similar tool
• ThousandEyes - Intermediate (4-6 Years) or Similar tool
• ExtraHop - Entry Level (1-3 Years) or Similar tool
• SevOne - Entry Level (1-3 Years) or Similar tool
• FullStory - Entry Level (1-3 Years) or Similar tool
• SharePoint - Entry Level (1-3 Years)
• Excel - Intermediate (4-6 Years)

Benefits

Competitive compensation and benefits package:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other
Industries: IT Services and IT Consulting