Major Incident Consultant - Austin, TX

Capgemini; Austin (TX); Hybrid; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Major Incident Consultant, where you will play a pivotal role in managing Major Incidents and ensuring seamless service restoration. This dynamic position involves collaborating with various teams to uphold high service standards and deliver exceptional customer service. You will be at the forefront of incident management, utilizing ITIL best practices to minimize business impact and enhance service delivery. If you are passionate about operational excellence and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Healthcare including dental and vision

401(k) and Employee Share Ownership Plan

Paid time off and holidays

Paid parental leave

Adoption assistance and surrogacy support

Subsidized child/elder care

Mentoring and coaching programs

Employee Resource Groups

Disaster Relief support

Qualifications

• 1+ year of incident management experience in an ITIL environment.
• Proven ability to work in a second shift and on-call rotation.

Responsibilities

• Manage Major Incidents ensuring high-quality communication and service restoration.
• Provide guidance to SDOs for a consistent operational process.

Skills

Incident Management

ServiceNow

Customer Service Skills

ITIL Best Practices

Job description

Job Description - Major Incident Consultant - Austin, TX (079200)

Major Incident Consultant - Austin, TX - 079200

Job Title: Major Incident Consultant

Location: United States-Texas-Austin- hybrid work environment (in office/work from home)

Hours: Second Shift (could be 12 to 9 or 10 to 7), plus on call rotation approximately once every 5 weeks.

Job description:
The role of the Major Incident Manager is to undertake management of Major Incidents, ensuring that they are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties perform up to high standards and follow agrees process. The role ensures that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence. The primary goal of Major Incident Manager is, as a matter of urgency, to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies. The ultimate objective is to restore IT services as soon as possible. The role of Major Incident Manager is embedded into Service Management Team and therefore works closely with Incident Management, Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service Delivery Managers and at times directly with the Customer. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts). This role closely aligns with Capgemini's ITIL best practices.

Key Responsibilities:

• Assess business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts;
• Manage the process of the service restoration or impact reduction;
• Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;
• Identifies and takes control of unallocated incidents e.g. ‘gray space’;
• Acts as escalation point for SDOs where resolution ownership is disputed;
• Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes;
• Provides consistent communications in scope of the process and services;
• Provides high quality reports and communications;
• Ensures that customer’s business interests are maintained over and above those of any specific SDO; • Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers;

Required Skills:

• 1+ year incident management experience in an ITIL environment
• ServiceNow experience
• Ability to work second shift and participate in on call rotation
• Strong customer service skills including comfortable with hopping on bridge call and owning the conversation if required

Desired Skills:

Oversees the Incident Management process delivery;
Pro-actively Identify operational issues and drive resolution working directly with the client and SDOs;
Facilitates and lead operational and management oriented meetings;
Own send-to-end outage and business notifications
Provides technical & non-technical support for Major Incident response Teams;
Acts as SME for the Incident Management processes;
Supports the effective operation of the Major Incident Management Process;
Ensures that stakeholder resources are appropriately identified and coached;
Support of continuous service improvement is an pivotal element of the role;
Is aware of the service performance and supports improvements implementation;

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to
engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.