Incident Manager
Capgemini
Iasi, Romania
‎în urmă cu 23 ore

RESPONSIBILITIES :

  • Asses business impact and urgency, declare Major Incident or escalates potential triggering of business continuity procedures or disaster recovery invocation scripts
  • Coordinate the process of the service restoration or impact reduction
  • Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement
  • 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
  • Identifies and escalates operational issues and drives resolution working directly with the client and SDOs
  • Facilitates and coordinates operational and management oriented meetings;
  • Own send-to-end outage and business notifications
  • Provides technical & non-technical support for Major Incident response Teams
  • Participates in continuous service improvement
  • Is aware of the service performance and supports improvements implementation.
  • REQUIREMENTS :

  • Excellent knowledge of English
  • Excellent communication skills, both written and verbal
  • Able to work with minimum of supervision as well as perform under pressure and meet tight deadlines
  • Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels
  • ITIL framework awareness, ITIL certification is a strong advantage
  • WORK SHIFTS PATTERN : 24 / 7

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