Problem / Incident Manager (with German)

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

• 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 (Information Technology Infrastructure Library)
• 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 that affect service quality or business operations, such as technical outages, security breaches, natural disasters, or other disruptions that may impact the organization.

Root Cause Analysis:

• Conduct thorough root cause analysis to determine the underlying reasons for recurring problems, ensuring a deep understanding of the issues.

Response and Resolution Planning:

• Develop and implement action plans to address identified problems, including coordinating with relevant teams and stakeholders.

Coordination:

• Serve as the central point of contact for all incident-related activities and ensure proper communication and collaboration among relevant teams and stakeholders.

Preventive Measures:

• Proactively establish preventive measures to eliminate or minimize the recurrence of problems or incidents, ensuring long-term solutions.
• Identify opportunities for improving service quality, efficiency, and stability, and drive initiatives to implement these improvements.

Collaboration:

• Collaborate with incident management, change management, and other ITSM (IT Service Management) processes to ensure coordinated problem resolution efforts.