Process Lead Major Incident and Problem Management

POSITION PURPOSE AND SCOPE OF WORK:

      The role of MIM and Problem Management Process Lead is to undertake management of those two processes 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 primary goal of Process Lead 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 role of Process Lead is embedded into Service Integration team and therefore works closely with Change Management, Incident 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). The role closely aligns with Capgemini's ITIL best practices.

Key Responsibilities:

• Ensure that those two processes are delivered according to SLA, contractual obligation and Capgemini global standards;
• Proactive management of day-to-day operations related with their delivery;
• Develop and maintain Service Improvement Program for MIM and Problem Management strongly focused on automation, cost effectiveness and client satisfaction;
• Ensure valid information is provided as part of operational reporting to the client and to the account;
• Maintain risks and issues and follow-up actions aimed to mitigate impact to operations;
• Support and coordinate activities related with internal and external audits of Service Management including follow up on identified corrective actions;
• Resolve operational issues and escalation arising from the client and the account disputes;
• Provides service management expertise including training and mentoring
• Ensures that cross Supplier incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;
• Acts as escalation point for towers and Suppliers where resolution ownership is disputed;
• Provides guidance and assistance to towers and Suppliers to ensure a globally consistent approach to operational processes;
• Ensures that customer’s business interests are maintained over and above those of any specific towers and Suppliers;
• Cooperates with various towers and Suppliers, Major Incident Managers, and Regional/Global Change Managers;
• Oversees the Major Incident and Problem Management process delivery;
• Pro-actively Identify operational issues and drive resolution working directly with the client and Service Delivery Managers;
• Facilitates and lead operational and management oriented meetings;
• Acts as SME for the Major Incident and Problem Management processes;
• Supports the effective operation of the Major Incident and Problem Management Process;
• Ensures that stakeholder resources are appropriately identified and coached;
• Support of continuous service improvement is a pivotal element of the role;
• Is aware of the service performance and supports improvements implementation;

Qualifications:

• Ability to develop training material, schedule and facilitate training sessions for internal and external resources, mentoring skills;
• Experience in handling escalations in a timely and effective manner;

• Experienced in managing multiple urgent tasks when considering client's business impact;
• Service Management proven successful performance;
• Wide understanding of Service Management and clear commitment to Service Management Framework;
• Expect major part of experience in IT, with emphasis on operational management;
• Good Management and communication skills, leadership of Incident Management meetings;
• Experience of working directly with business and service managers;

• Experience of working with 3rd parties;

 REQUIREMENTS:

• ITIL v4 Foundation certification or above;

• Excellent knowledge of English;
• Excellent communication skills, both written and verbal;
• Flexible and well-motivated;
• Strong team player with the ability to build relationships with both colleagues and external clients;
• 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;
• Plan effectively for future activities and manage unplanned events in a controlled manner;
• Understanding the nature of IT service management;
• Good understanding of SI.