Major Incident Manager with French

The role of Major Incident Manager falls within the Service Management domain. This role will have the responsibility of managing the Capgemini Major Incident Management process and therefore will work closely with Incident Management, Problem Management, Change Management, Capgemini Tower Management and Leads, SDMs, Service Desks and at times directly with the Customer. The role requires an assertive person who has experience in dealing with challenging and complex customer issues and who is mature in business acumen. The successful candidate will be an excellent communicator, able to negotiate, plan and communicate major incident activities. You will use your influencing skills to ensure that resolutions are agreed and achieved swiftly and efficiently. This role requires an experience in dealing with challenging and difficult customer issues as well as the ability to deflate these types of situations without leadership escalation.

YOUR TASKS:

• Management and delivery of Major Incident Management
• Coordination, planning, escalation, communication and resourcing during Major Incidents
• Production and maintenance of the Major Incident communication
• Monitor and escalate status as needed for Priority 1 and 2 outage tickets
• Provide non-technical administrative support for Major Incident Response Teams (MIRTs)
• Ensure timely provision of agreed regular reports and documents
• Participation in Major Incident reviews

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast 'Let's talk about wellbeing' which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

• Ability to rapidly assimilate and process complex information streams and adapt according to rapidly changing circumstances
• Ability to influence the tasks needed to resolve high priority incidents
• Knowledge and utilization of ITSM, SNOW and other Capgemini tools used to
• Detailed ITIL awareness, ITIL Certification would be an advantage
• Excellent English and French communication skills, both written and verbal
• Ability to facilitate and coordinate technical Major Incident Restoration Team Meetings
• Ability to manage, track and coordinate Major Incident recovery activities across multiple support client data
• Ability to manage and collaborate with virtual teams
• Knowledge of Problem Management, Incident, Management, and Change Management