Senior Major Incident Analyst – Austin, TX

Job Title :Major Incident Analyst

Location :Austin, United States

Travel :0-10%

Job Description:

The role of the Senior Major Incident Analyst is to undertake management of Major Incidents, ensuring that they

are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties

perform up to high standards and follow agrees process. The role ensures that the output from Major Incident

Management process is of high quality and provides management with the right level of business intelligence. The

primary goal of Senior Major Incident Analyst is, as a matter of urgency, to minimize or remove the adverse impact

of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff

competencies. The ultimate objective is to restore IT services as soon as possible. The role of Senior Major Incident

Analyst is embedded into Service Management Team and therefore works closely with Incident Management,

Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service

Delivery Managers and at times directly with the Customer. The role closely aligns with Capgeminis ITIL best

practices.

Key Responsibilities:

Responsibilities are as follows

Consults business impact and urgency, declare Major Incident; Coordinate the process of the service restoration or

impact reduction; Monitors and escalates that cross -SDO incidents are resolved effectively securing end-to-end

Service Level Agreement; Identifies and takes control of unallocated incidents e.g. ‘gray space’; Acts as escalation

point for SDOs where resolution ownership is disputed; Provides assistance to SDOs to ensure a globally consistent

approach to operational processes. Supports consistent communications in scope of the process and services;

Provides high quality reports and communications; Ensures that customer’s business interests are maintained over

and above those of any specific SDO; Cooperates with various SDOs, Incident Managers, and Regional/Global

Change Managers; Identifies and escalates operational issues and drive resolution working directly with the client

and SDOs; Facilitates operational and management oriented meetings; Distributes outage and business

notifications; Participate in continuous service improvement; Is aware of the service performance and supports improvements implementation.

Required Skills:

General computer systems knowledge, integration and architecture concepts; Awareness of cross

systems interrelations in context of the global business process; Experience in IT, with emphasis on operational

management; Good communication skills, active participating in Incident Management meetings; Experience of

working directly with client; Experience of working with virtual teams to deliver Incident Management and

processes and working cross functionally; Service Desk or Support Group experience; Understanding of Service

Management Framework; ITIL certification (Green Badge level – ITIL Foundation); Experience of 247 shift working;

Ability to facilitate training sessions for internal resources; Ability to maintain high level of accuracy and to work to

tight deadlines; Ability to prioritize and manage multiple tasks.

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

Flexible work

Healthcare including dental, vision, mental health, and well-being programs

Financial well-being programs such as 401(k) and Employee Share Ownership Plan

Paid time off and paid holidays

Paid parental leave

Family building benefits like adoption assistance, surrogacy, and cryopreservation

Social well-being benefits like subsidized back-up child/elder care and tutoring

Mentoring, coaching and learning programs

Employee Resource Groups

Disaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

Job: Infrastructure

Organization: CIS US MS

Title: Senior Major Incident Analyst – Austin, TX

Location: TX-Austin

Requisition ID: 076945