IT Major Incident Management Process Owner/Lead

**About Capgemini**

For more than 50 years, we've been a dedicated partner to organizations around the world, helping them transform and manage their businesses.

A diverse collective of over 340,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.

As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society for a more inclusive, sustainable future.

**About Infrastructure Services:**

CIS portfolio of cloud infrastructure services includes a full spectrum of Cloud & Data Services, Employees Experience Services, Service Integration offerings, and Cybersecurity Services. All services are designed to work in combination with each other. Our unique approach to infrastructure connects solutions, services, and suppliers to implement integrated solutions across the IT supply chain, public and private clouds as well as legacy environments helping clients optimize their digital transformation journeys.

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

**Job Title:** Operations Delivery Manager - Major Incident Management Process Owner/Lead

**Location:** Austin Texas preferred, but we are open to other US locations This is a work form home opportunity

**Travel:** NA

**Job Description:**

The role of the Major Incident Manager Lead / Manager is to first be process owner for the Incident and Major Incident Processes. This includes making sure all SMM's are correct and up-to-date. Also the Lead / Manager is responsible for providing the team with proper training / retraining, scheduling, and designation of responsibilities, which includes assigning P1 and P2 incidents to individual MIM's so they may drive the incident to resolution. The Lead / Manager should also be able 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, just as the Major Incident Manager would. The role ensures both that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence, and that the team will be able to carry out their duties with the highest level of customer service and accuracy, along with providing opportunities for process improvement as well.

Duties include but not limited to:

Assess business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts

Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;

Identifies and assigns unallocated incidents e.g. 'gray space' to a Major Incident Manager;

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;

Provides training and retraining for all Major Incident Managers

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;

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 escalation and support for Major Incident response Teams;

Is process owner SME for the Incident Management processes;

Drives the effective operation and management of the Major Incident Management Process;

Ensures that stakeholder resources are appropriately identified and coached;

Drives continuous service improvement is an pivotal element of the role;

Is aware of the service performance and supports improvements implementation

Ability to adapt to changing situations throughout the lifecycle of an issue or investigation.

**What you Bring:**

**Required:**

Relevant Years of Experience: 3-5 Years of Incident Management and/or Major Incident Management Experience

Desired

ITIL certification

ServiceNow experience

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.

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**What we offer:**

Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.

We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.

Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.

Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences.

*LI-CV1

**Job:** _Infrastructure_

**Organization:** _CIS US MS_

**Title:** _IT Major Incident Management Process Owner/Lead_

**Location:** _TX-Austin_

**Requisition ID:** _070499_

**Other Locations:** _United States_