Capgemini
Incident manager | 6 to 9 years | Bengaluru & Pune
Job Description
Short Description
· Asses business impact and urgency, declare 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, Regional/Global Change Managers;
Primary Skills
- Incident manager
Secondary Skills
- ITIL
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