Service Management Consultant - Major Incident Manager

Capgemini • Bridgewater, NJ

7d • $55,692 - $109,200 • Onsite

About The Position

We are looking for an experienced Major Incident Manager who can lead the on shore/offshore incident team and partner with our client to assure SLA’s are met. ITIL and/or ITSM experience a plus.

Requirements

• General computer systems knowledge, integration and architecture concepts; Awareness of cross systems interrelations in context of the global business process.
• Experience in IT, with emphasis on operational management;
• Good communication skills, active participating in Incident Management meetings; Experience of working directly with C level and management clients.
• Experience of working with virtual teams to deliver Incident Management and processes and working cross functionally;
• Service Desk or Support Group experience;
• Understanding of Service Management Framework;
• ITIL certification (Green Badge level - ITIL Foundation);
• Experience of 247 shift working;
• Ability to facilitate training sessions for and management of internal resources.
• Ability to maintain high level of accuracy and to work to tight deadlines;
• Ability to prioritize and manage multiple tasks.

Nice To Haves

• ITIL and/or ITSM experience a plus.

Responsibilities

• Consults business impact and urgency, collaborate with SDM/ODM and clients (C-level, management and technical team leads including Bottlers (3rd Party) when needed.
• Declare Major Incidents; Coordinate the process of the service restoration or impact reduction; Monitors and escalates that cross clients incidents are resolved effectively securing end-to-end Service Level Agreement; Identifies and takes control of unallocated incidents e.g. ‘gray space’; Acts as escalation point where resolution ownership is disputed; Provides assistance to clients workstreams to ensure a consistent approach to operational processes.
• Supports consistent communications in scope of the process and services; Provides high quality reports and communications; Ensures that customer’s business interests are maintained
• Manages and Cooperates with offshore Incident Managers, Major Incident Managers, Problem and Change Managers; Identifies and escalates operational issues and drive resolution working directly with the client and SDM/ODM;
• Facilitates operational and management-oriented meetings; Distributes outage and business notifications; Participate in continuous service improvement; Provide leadership and proactive redesign of MIM process at client.
• Is aware of the service performance and supports improvements implementation.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed