Capgemini Infrastructure Outsourcing Services is one the biggest outsourcing service providers in Poland. IOS has achieved great success and grown rapidly since the establishment of our first service center in Krakow six years ago. In 2006, we opened a second center in Katowice. Today, our team of 1,400 professionals delivers IT outsourcing services to 40 clients in 16 languages

Major Incident Manager

Nr ref.:
Miejsce pracy: Krakow/Katowice

Facilitate and/or participate in daily cross-SDOs operational meetings to review service outages and drive to service restoration, manage  errors and remediation status;
Own end-to-end outage and business notifications; 
Monitor and escalate status as needed for Priority 1 andoutage incidents;
Provide non-technical administrative support for Major Incident Response Teams (MIRTS);
Ensure timely provision of agreed regular reports and documents.

Excellent English communication skills, both written and verbal;
French or German beneficial;
ITIL knowladge;
Proven experience, knowledge and demonstration of Problem Management, Incident, Management, and Change Management integration;
Awereness of root cause analysis concepts;
Ability to facilitate and coordinate technical MIRTs;
Ability to produce necessary detailed documentation following MIRTs;
Ability to influence the tasks needed to resolve high priority incidents;
Ability to handle escalations in a timely and effective manner;
Ability to function relatively unsupervised as an independent contributor or as a team member;
Knowledge and utilization of ITSM, EARS;
Ability to manage and collaborate with virtual teams.

We offer a competitive salary and benefits package, a supportive international team environment and the opportunity to develop your career with one of the world’s most respected outsourcing companies.

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