Job Title: Major Incident Manager - Major Incident Manager 1

Location: Austin, TX (Hybrid - in office /work from home)

Job description:
The role of the Major Incident Manager is 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. The role ensures that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence.

Key Responsibilities:
The primary goal of Major Incident Manager is, as a matter of urgency, to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies. The ultimate objective is to restore IT services as soon as possible. The role of Major Incident Manager is embedded into Service Management Team and therefore works closely with Incident Management, Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service Delivery Managers and at times directly with the Customer. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts). This role closely aligns with Capgemini's ITIL best practices.

Required Skills:
• Assess business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts;
• Manage the process of the service restoration or impact reduction;
• Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;
• Identifies and takes control of unallocated incidents e.g. ‘gray space’;
• 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;
• 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;

Desired Skills:
• Facilitates and lead operational and management oriented meetings;
• Own send-to-end outage and business notifications;
• Provides technical non-technical support for Major Incident response Teams;
• Acts as SME for the Incident Management processes;
• Supports the effective operation of the Major Incident Management Process;
• Ensures that stakeholder resources are appropriately identified and coached;
• Support of continuous service improvement is an pivotal element of the role;
• Is aware of the service performance and supports improvements implementation; Short Business Case The need is for immediate backfill considering that it’ll take several weeks to train someone to support this role. We certainly do not want the SoT account to suffer due to lack of sufficient MIMs or the lack of a properly trained MIM. We need this resource to continue to achieve SLAs and to fulfill contractual obligations and deliver service.

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster Relief

About Capgemini

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. The Group reported 2024 global revenues of €22.1 billion.

Get the future you want | www.capgemini.com

Disclaimer

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.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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: Major Incident Manager - Major Incident Manager 1

Location: Austin, TX (Hybrid - in office /work from home)

Job description:
The role of the Major Incident Manager is 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. The role ensures that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence.

Key Responsibilities:
The primary goal of Major Incident Manager is, as a matter of urgency, to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies. The ultimate objective is to restore IT services as soon as possible. The role of Major Incident Manager is embedded into Service Management Team and therefore works closely with Incident Management, Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service Delivery Managers and at times directly with the Customer. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts). This role closely aligns with Capgemini's ITIL best practices.

Required Skills:
• Assess business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts;
• Manage the process of the service restoration or impact reduction;
• Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;
• Identifies and takes control of unallocated incidents e.g. ‘gray space’;
• 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;
• 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;

Desired Skills:
• Facilitates and lead operational and management oriented meetings;
• Own send-to-end outage and business notifications;
• Provides technical non-technical support for Major Incident response Teams;
• Acts as SME for the Incident Management processes;
• Supports the effective operation of the Major Incident Management Process;
• Ensures that stakeholder resources are appropriately identified and coached;
• Support of continuous service improvement is an pivotal element of the role;
• Is aware of the service performance and supports improvements implementation; Short Business Case The need is for immediate backfill considering that it’ll take several weeks to train someone to support this role. We certainly do not want the SoT account to suffer due to lack of sufficient MIMs or the lack of a properly trained MIM. We need this resource to continue to achieve SLAs and to fulfill contractual obligations and deliver service.

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster Relief

About Capgemini

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. The Group reported 2024 global revenues of €22.1 billion.

Get the future you want | www.capgemini.com

Disclaimer

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.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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.