Major Incident Manager with German

careersinpoland; Poland; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

A global technology consulting firm in Poland is seeking a Major Incident Manager to oversee and manage Major Incident Management processes. The role demands strong communication and negotiating skills, experience in dealing with complex customer issues, and familiarity with ITIL practices. The successful candidate will work in a collaborative environment and benefit from a well-being culture that includes medical care and a hybrid working model.

Benefits

Medical care with Medicover

Private life insurance

Multisport card

Access to training with certification opportunities

Qualifications

• Experience in managing Major Incident Management process.
• Strong negotiation and planning skills.
• Ability to deflate difficult situations without escalation.

Responsibilities

• Manage and deliver Major Incident Management.
• Coordinate during Major Incidents.
• Provide timely and regular reports and documentation.

Skills

Excellent English communication skills

Ability to influence resolutions

Knowledge of ITIL

Ability to manage virtual teams

Ability to process complex information

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 with challenging and complex customer issues and who is mature in business acumen.

The successful candidate will be an excellent communicator, able to negotiate, plan and communicate major incident activities. You will use your influencing skills to ensure that resolutions are agreed and achieved swiftly and efficiently. This role requires an experience in dealing with challenging and 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 of agreed regular 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 and coordinate technical Major Incident Restoration Team Meetings
• Ability to manage, track and coordinate Major Incident recovery activities across multiple support client 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.
• Access to over 70 training tracks with certification opportunities.
• Enjoy hybrid working model that fits your life.
• Continuous feedback and ongoing performance discussions.

DIVERSITY AND INCLUSION

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.

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology.