Major Incident and Problem Management
Job Summary
Job Description
- 6-9 years of experience in IT Service Management (ITSM).
- ITIL v3 or ITIL 4 Foundation certification.
- Experience with ITSM tools like ServiceNow or BMC Remedy.
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management abilities.
- Experience in managing major incidents and crisis communication.
- Familiarity with DevOps or Agile environments.
- Exposure to automation and AI/ML in ITSM processes.
4 skills required
Job Details
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.
Job Description
- 6–9 years of experience in IT Service Management (ITSM), with a strong focus on incident and problem management.
- ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).
- Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management abilities.
- Ability to work in a high-pressure, 24x7 support environment (if applicable).
Primary Skills
- Incident Management:
- Lead the end-to-end incident management process, ensuring timely resolution and communication.
- Coordinate with technical teams to restore normal service operations as quickly as possible.
- Problem Management:
- Identify and analyze root causes of recurring incidents.
- Drive the creation and implementation of permanent solutions to prevent incident recurrence.
Secondary Skills
- Experience in managing major incidents and crisis communication.
- Familiarity with DevOps or Agile environments.
- Exposure to automation and AI/ML in ITSM processes.
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
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