Internal and Aws

  * Enables effective operation of Problem Management Process
  * Ensures Problem Management Process is adhered to
  * Assures that problem escalation procedures are followed appropriately    
  * Prioritizes   problems from a business perspective
  * Coordinates resolution of complex and outstanding problems (Gray Space), and root cause analysis requiring input from multiple functions (e.g. organizing conference calls)
  * Ensures Post Implementation Reviews (PIR) are conducted following major incidents, participating where required (e.g. facilitation) or desired (quality assurance and coaching)
  * Reviews efficiency & effectiveness of problem management function and processes on a periodic basis e.g. sampling problems and known errors to verify process applied
  * Creates and maintains a network of Problem Management contacts within SDO’s (Service Delivery Organizations) and Service Domains
  * Creates, develops and maintains Problem Management documentation
      * Produces status reports identifying trends in incidents and coordinating associated management actions - sharing root cause and known errors and other lessons learnt across regions and with service providers as appropriate
      * Ensures timely provision of agreed regular reports, statistics and documents

  * Minimum 6 months seniority in Capgemini;
  * Client facing with excellent communication skills,
  * Excellent verbal and written English,
  * Enthusiastic in the role, be self-starting and have good attention to detail,
  * Pro-active and seek service improvements on a regular basis,
  * Experienced in creating and maintaining process documentation and reporting
  0 Advanced IT knowledge - with emphasis on operational management;
  * Methodical approach to working, strong analytical skills
  * Good organizational skills, ability to maintain high level of...