Experience:
5+ years of experience
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Employment Type:
Full time
Posted:
8/24/2017
Job Category:
Information Services
Portfolio Manager_14-16years_Hyderabad
Capgemini | Rich Int Ap, Virginia
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Job Description

Short Description

n Incident Mgt lead - acts as the day-to-day interface into the Incidents and Problem processes and is responsible for ensuring the execution of the process.

Specific responsibilities include:

- Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation, etc.)

- Interface with Problem Mgt and participate in Problem Review whiteboard or post Incident review and publish the RCA with corrective and preventative actions

- Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are resolved within agreed SLAs.

- Acting as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule

- Responsible for preparations and publishing the prescribed incident and Service request related reports as per the defined timelines

- Check the incident tickets for any deficiencies with respect to the key field updates to ensure the quality of the incident information, as prescribed in the process

- Communicating inefficiencies and deficiencies related to the process to the process owner / client

- Assisting in reassignment of misdirected incidents

- Assisting, if required with correcting invalid incident Priority

- Identifying areas for improvement using key measurements

- Reviewing business justifications for Priority changes

Experience Requirements

10-12 years of relevant industry experience in which minimum 6 year of experience should be as a technical incident manager or similar profile in technical delivery environments.

Core Skills:

- Proficient in using MS Office tools.

- ITIL Foundation. Intermediate in Service Operations preferred

- Reporting skills

Soft Skills:

- English speaking is a MUST

- Good verbal & written communication

- Interpersonal skills

- Problem solving and diagnostic skills

- Telephonic skills / Email Writing Skills

- Team working skills

Qualifications

Bachelors in Engineer

Job Responsibilities

n Incident Mgt lead - acts as the day-to-day interface into the Incidents and Problem processes and is responsible for ensuring the execution of the process.

Specific responsibilities include:

- Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation, etc.)

- Interface with Problem Mgt and participate in Problem Review whiteboard or post Incident review and publish the RCA with corrective and preventative actions

- Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are resolved within agreed SLAs.

- Acting as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule

- Responsible for preparations and publishing the prescribed incident and Service request related reports as per the defined timelines

- Check the incident tickets for any deficiencies with respect to the key field updates to ensure the quality of the incident information, as prescribed in the process

- Communicating inefficiencies and deficiencies related to the process to the process owner / client

- Assisting in reassignment of misdirected incidents

- Assisting, if required with correcting invalid incident Priority

- Identifying areas for improvement using key measurements

- Reviewing business justifications for Priority changes

Experience Requirements

10-12 years of relevant industry experience in which minimum 6 year of experience should be as a technical incident manager or similar profile in technical delivery environments.

Core Skills:

- Proficient in using MS Office tools.

- ITIL Foundation. Intermediate in Service Operations preferred

- Reporting skills

Soft Skills:

- English speaking is a MUST

- Good verbal & written communication

- Interpersonal skills

- Problem solving and diagnostic skills

- Telephonic skills / Email Writing Skills

- Team working skills

About Capgemini

Capgemini, one of the world's foremost providers of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working - the Collaborative Business Experience - and through a global delivery model called Rightshore®, which aims to offer the right resources in the right location at competitive cost. Present in 36 countries, Capgemini reported 2007 global revenues of EUR 8.7 billion and employs over 83,000 people worldwide.

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