Internal_and_Aws

1. POSITION PURPOSE AND SCOPE OF WORK: * 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 2. REQUIREMENTS: * 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 accuracy, * Flexible, well-motivated team player, ability to work with minimum supervision and perform under pressure and tight deadlines, * Excellent communication skills, both written and verbal. Ability to interpret technical issues for a less technical audience and work under pressure, * Very good influencing skills and being able to demonstrate strong leadership qualities, * Enthusiastic, confident with can do attitude and ability to multi-task , * ITIL framework awareness, possibly Foundation level certified, * Understanding the nature of IT service management, * MS Access, Excel scripting experience desirable.