Service Management Incident / Problem Manager with German

careersinpoland; Kraków, Katowice; Hybrid; PLN 70,000 - 90,000; Full time

Job summary

A global technology leader is seeking a Service Management Incident / Problem Manager with German in Kraków. The role involves managing the Problem Management process and ensuring effective incident resolution. Ideal candidates will have strong analytical and communication skills, knowledge of ITIL processes, and a proactive approach to problem-solving. This position offers a hybrid working model and various training opportunities.

Benefits

Medical care with Medicover

Private life insurance

Multisport card

Access to over 70 training tracks

Qualifications

• Ability to rapidly assimilate and process complex information.
• Ability to influence resolution of high priority incidents.
• Knowledge of Problem Management and Change Management.

Responsibilities

• Manage Problem Management process within Service Support ITIL processes.
• Perform root cause analysis and preventive management.
• Produce high-quality reports and coordinate management actions.

Skills

Analytical thinking

Strong interpersonal skills

Ability to work under pressure

Leadership skills

Knowledge of ITIL

Education

ITIL Certification

Tools

ITSM

SNOW

Capgemini tools

Job description

Main Page / Jobs / Service Management Incident / Problem Manager with German

Service Management Incident / Problem Manager with German

Level: manager/director

Working hours: Full time

published 2025/08/01

Service Management Incident / Problem Manager with German

Service Management Incident / Problem Manager with German

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 Problem Manager’s primary responsibility is management of the Problem Management process in scope of the Service Support ITIL processes. The goal of Problem Manager is to prevent, remove or minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure. Seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities. In order to achieve this goal, Problem Manager seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. Undertakes pro-active investigations and preventive activities mitigation even potential IT business related risk. Carries out root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts) ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability.

YOUR TASKS

• Enables the effective operation of the Problem Management Process and oversees the Problem Management processdelivery;
• Performs proactive and re-active investigations protecting client's business and initiates actions to improve or correct the situation, ensures that customer’s business interests are maintained over and above those of any specific SDO, secures prioritization of problems from a businessperspective;
• Assuring the analysis of the aggregate incident data to identify keytrends;
• Ensures that cross -SDO problem investigations are conducted effectively securing end-to-end Service Level Agreement, acts as escalation point in scope of root cause analysisprocess;
• Produces high quality reports, coordinates associated management actions - shares root cause and known errors and other lessons learnt across the regions and with service providers asappropriate;
• Gets to the root cause of Incidents and recommends actions to improve or correct thesituation;
• Facilitates the resolution of the complex problems and root cause analysis requiring the input of the multiple functions/SDO’s;
• Manages or coordinates implementation of corrective actions, recording of residual business risk, communicates high quality updates to allstakeholders;
• Ensures high quality input intoKnown ErrorDB and KMsystems;
• Ensures that active knowledge sharing exists between all engaged parties, ensures mandatory compliance with and ongoing maintenance of the Known Error database and promoting it across SDOs and ServiceDomains;
• Provides guidance and assistance to SDOs to ensure a globally consistent approach to operationalprocesses;
• Reviews the efficiency & effectiveness of the Problem Management function and processes on a periodicbasis;
• Creates and maintains a network of the Problem Management contacts within the SDO’s and ServiceDomains;
• Builds and maintains effective working relationships with Customers andSuppliers;
• Facilitates and lead operational and management orientedmeetings;
• Acts as champion for the ProblemManagement processesand collaborates with other Service Management services, various SDOs, stakeholders;

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 otherCapGeminitools used to
• Detailed ITIL awareness, ITIL Certification would be an advantage
• Ability to facilitate andcoordinatetechnical Major Incident Restoration Team Meetings
• Ability to manage, track andcoordinateMajor Incident recovery activities across multiplesupportclient data
• Knowledge of Problem Management, Incident, Management, and Change Management
• Strong interpersonal and communication skills.
• Analytical thinker with strong leadership skills.
• Ownership mentality.
• Ability to work under pressure.

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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