Deskripsi Pekerjaan
Are you a strategic leader with a passion for resolving complex technical challenges? Capgemini is looking for a dedicated Technical Situation Manager to oversee major incident responses and ensure business continuity. In this pivotal role, you will act as the top authority, orchestrating cross-functional teams to break down operational silos and restore critical services with minimal downtime. Your ability to communicate effectively under pressure will be key as you liaise between technical engineering teams and business stakeholders, providing clear status updates and impact assessments. We value a proactive approach to service management and are seeking a professional who can drive efficiency and resilience in our IT operations.
Tanggung Jawab
- Lead and manage the end-to-end lifecycle of major incidents, prioritizing service restoration and minimizing business impact.
- Coordinate with technical teams, vendor partners, and business stakeholders to resolve critical issues and break down departmental silos.
- Facilitate effective communication during outages, ensuring transparency and alignment across all levels of the organization.
- Conduct post-incident reviews (PIRs) to identify root causes, document lessons learned, and implement process improvements.
- Monitor system health and performance, implementing proactive measures to prevent service degradation and outages.
- Develop and maintain Incident Management playbooks, runbooks, and communication templates.
- Liaise with third-party support providers to expedite resolution and escalate issues when necessary.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical field.
- Minimum of 5-7 years of experience in Incident Management, specifically as a Situation Manager or Service Delivery Manager.
- Strong working knowledge of ITIL frameworks (v3 or v4) and Service Continuity Management (BCM).
- Excellent interpersonal and communication skills, with the ability to translate technical details for non-technical audiences.
- Demonstrated ability to work in a high-pressure, fast-paced environment and make quick, informed decisions.
- Experience with major ITSM tools and incident tracking systems (e.g., ServiceNow, JIRA).