LET’S TALK ABOUT YOUR CAPABILITY AND EXPERIENCE

• Extensive incident and problem management experience with demonstrated experience operating a successful implementation of ITIL incident management processes within large and complex IT environments.
• A strong service management attitude, with commitment to quality standards and continuous improvement
• Comprehensive understanding of service delivery technologies and the application of these technologies relevant to IT Service Management
• Presentations skills: able to articulate technical and business value/outcomes to varying audiences.
• Strong written and verbal communication skills and confidence in a client facing role. Ability to build relationships and trust, conduct formal meetings and provide concise reporting.
• Sound understanding of the ITIL framework with practical experience of operating ITIL aligned Incident and Problem Management process. Ability to provide training and guidance to resolution teams.
• Ability to autonomously lead and direct a resolution team as a Major Incident Manager, whilst maintaining progress communication with the customer. This will involve out of Business hours commitment on a rostered basis.
• Ideally, a minimum of ITIL Foundation certificate
• 12-18 months experience in a similar role.

CAPGEMINI AUSTRALIA HAS DEVELOPED AND MANAGES, PROCESS ORIENTATED MANAGEMENT SYSTEMS COMPLIANT TO THE REQUIREMENTS OF ISO9001, ISO27001 AND ISO14001. WE ARE COMMITTED TO DELIVERING SECURE SOLUTIONS AND SERVICES THROUGH STATE-OF-THE-ART PROCESSES AND CONTINUAL IMPROVEMENT FRAMEWORKS IN LINE WITH INDUSTRY BEST PRACTICES AS WELL AS CONTRACTUAL, STATUTORY, AND REGULATORY REQUIREMENTS.

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LET’S TALK ABOUT THE ROLE AND RESPONSIBILITIES

• Developing strong, positive relationships with key stakeholders within Capgemini and our Customer’s business.
• Liaising with Customers and Resolver Teams to determine priorities, resourcing and timeframes.
• Facilitating and directing Major Incident Resolution sessions with multiple service partners, ensuring MIM communication and escalation occurs.
• Perform/drive structured Root Cause Analysis
• Proactive analysis of events/incidents and identify underlying Problem statements.
• Drive Problem resolution.
• Keep abreast of implemented technologies, and customer profiles.