C2C Hiring – Major Incident Manager – Warren, NJ, USA (Onsite)

Major Incident Manger (MIM) – Infrastructure Cloud Team We are looking for an experience Major Incident Manager who can lead the on shore/offshore incident team and partner with our client to assure SLAs are met. 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.

SKILLS: · 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 24*7 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. Capgemini America Inc. and its U.S. affiliates are EEO/AA employers. Capgemini conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, gender identity/expression, disability, citizenship status, genetics, or status as a Vietnam-era, special disabled and other covered veteran status. Capgemini is a Drug-Free Workplace employer. Capgemini is committed to building a workforce of employees with diverse backgrounds and