Problem/Incident Manager (with German)

Application Development & Maintenance (ADM Center) provides comprehensive end-to-end IT services from business specification, through software development, implementation, to application maintenance using leading IT technologies and management methods. The team implements solutions in DevOps, SRE, low code, Automation, and AI. Development teams are highly self-organizing, independent, and skilled in agile and lean software engineering practices.

• Proven experience in problem/incident management or a related role within IT service management.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Familiarity with IT service management frameworks such as ITIL.
• ITIL Certification or equivalent (nice to have).
• Very good knowledge of German and English.

• Problem/Incident Identification: Collaborate with various teams to identify and document recurring issues, incidents, or anomalies affecting service quality or business operations, including technical outages, security breaches, natural disasters, or other disruptions.
• Root Cause Analysis: Conduct thorough root cause analysis to determine underlying reasons for recurring problems.
• Response and Resolution Planning: Develop and implement action plans to address identified problems, coordinating with relevant teams and stakeholders.
• Coordination: Serve as the central point of contact for all incident-related activities, ensuring proper communication and collaboration among teams and stakeholders.
• Preventive Measures: Establish preventive measures to eliminate or minimize recurrence of problems or incidents, identify opportunities for improving service quality, efficiency, and stability, and drive initiatives to implement improvements.
• Collaboration: Collaborate with incident management, change management, and other ITSM processes to ensure coordinated problem resolution efforts.

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. Evaluation is based on qualifications and performance, not personal characteristics.