Deskripsi Pekerjaan
Elevate Your Career with Capgemini
Capgemini is seeking a highly skilled Situations Manager to join our world-class Network Services team in Manila. This pivotal role is designed for a proactive leader who excels in high-pressure environments and possesses a deep technical understanding of enterprise-level network infrastructure. As a Situations Manager, you will be at the forefront of our service delivery, ensuring that critical network incidents are managed with precision and efficiency.
In this role, you will bridge the gap between technical execution and strategic communication. You will collaborate closely with our Network Engineer Consultants to navigate complex outages, drive rapid service restoration, and uphold the exceptional service standards our global clients expect. This is an ideal position for a professional looking to blend technical network expertise with ITIL-based incident management leadership.
Joining Capgemini means entering a collaborative and inclusive environment where innovation is encouraged. We provide our employees with the tools and opportunities to grow their careers while working on large-scale, international projects that define the future of information and communication technology.
Tanggung Jawab
- Lead the end-to-end management of critical (P1/P2) network incidents to ensure rapid service restoration.
- Coordinate cross-functional technical teams and Network Engineer Consultants during major outages.
- Facilitate high-level communication and status updates to internal stakeholders and global clients.
- Drive the Root Cause Analysis (RCA) process to identify underlying issues and prevent recurrence.
- Monitor network health and performance metrics to identify potential risks before they escalate.
- Ensure all incident management activities strictly adhere to ITIL frameworks and established SLAs.
- Develop and refine standard operating procedures (SOPs) for incident response and situation handling.
- Collaborate with service delivery managers to provide insights into network reliability and service improvements.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in Network Engineering or IT Major Incident Management.
- Strong technical knowledge of Cisco, Juniper, or similar enterprise networking technologies.
- ITIL Foundation certification is required; Intermediate or Expert levels are highly preferred.
- Proven ability to manage high-stress situations and lead technical teams toward resolution.
- Excellent verbal and written communication skills for executive-level reporting.
- Experience working within a Global Managed Services or Shared Services environment.
- Willingness to work in a flexible shift schedule to support 24/7 global operations.