Major Incident Manager with German

careersinpoland; Kraków, Katowice; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

A global leader in technology solutions is seeking a Major Incident Manager in Kraków to manage the Major Incident Management process. The ideal candidate will have strong ITIL knowledge and excellent communication skills, along with experience in handling challenging incidents. The company offers a hybrid work model, extensive training opportunities, and a well-being culture that includes medical care and private life insurance.

Benefits

Medical care with Medicover

Private life insurance

Multisport card

Options for hybrid work

Qualifications

• Experience in managing Major Incident Management processes.
• Proven track record in dealing with high priority incidents.

Responsibilities

• Manage and deliver Major Incident Management.
• Coordinate and plan during Major Incidents.

Skills

Ability to rapidly assimilate complex information

Excellent English communication skills

Ability to influence tasks for incident resolution

Knowledge of ITIL

Ability to manage virtual teams

Education

ITIL Certification

Tools

ITSM

SNOW

Job description

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.

YOUR ROLE

The role of Major Incident Manager falls within the Service Management Office team. This role will have the responsibility of managing the Capgemini Major Incident Management process and therefore will work closely with Incident Management, Problem Management, Change Management, Capgemini Tower Management and Leads, SDMs, Service Desks and at times directly with the Customer. The role requires an assertive person who has experience in dealing withchallengingand complex customer issues and who is mature in business acumen. The successful candidate will be an excellent communicator, able to negotiate, plan andcommunicatemajor incident activities. You will use your influencing skills to ensure that resolutions areagreedand achieved swiftly and efficiently. This role requires an experience in dealing withchallengingand difficult customer issues as well as the ability to deflate these types of situations without leadership escalation.

YOUR TASKS

• Management and delivery of Major Incident Management
• Coordination, planning, escalation, communication, and resourcing during Major Incidents
• Production and maintenance of the Major Incident communication
• Monitor and escalate status as needed for Priority 1 and 2 outage tickets
• Provide non-technical administrative support for Major Incident Response Teams (MIRTs)
• Ensure timely provision ofagreedregular reports and documents
• Participation in Major Incident reviews

YOUR PROFILE

• Ability to rapidly assimilate and process complex information streams and adapt according to rapidly changing circumstances
• Ability to influence the tasks needed to resolve high priority incidents
• Knowledge and utilization of ITSM, SNOW and other CapGemini tools used to
• Detailed ITIL awareness, ITIL Certification would be an advantage
• Excellent English communication skills, both written and verbal
• Ability to facilitate andcoordinatetechnical Major Incident Restoration Team Meetings
• Ability to manage, track andcoordinateMajor Incident recovery activities across multiplesupportclient data
• Ability to manage and collaborate with virtual teams
• Knowledge of Problem Management, Incident, Management, and Change Management

WHAT YOU’LL LOVE ABOUT WORKING HERE

• Well-being culture: medical care with Medicover, private life insurance, and Multisport card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.

GET TO KNOW US

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on TikTok! — @capgeminipl.

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 360,000 team members globally 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.

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