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Capgemini
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Major Incident and Problem Management

Major Incident and Problem Management

Capgemini

6 - 10 years

3 - 7 Lacs

Mumbai

Posted:2 months ago| Platform:

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Skills Required

problem management itsm incident management stakeholder management troubleshooting project management service management artificial intelligence change management bmc remedy technical support servicenow devops agile it infrastructure jira itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

69 years of experience in IT Service Management (ITSM), with a strong focus on incident and problem management. ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred). Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management. Strong analytical and troubleshooting skills. Excellent communication and stakeholder management abilities. Ability to work in a high-pressure, 24x7 support environment (if applicable). Primary Skills Incident Management: Lead the end-to-end incident management process, ensuring timely resolution and communication. Coordinate with technical teams to restore normal service operations as quickly as possible. Problem Management: Identify and analyze root causes of recurring incidents. Drive the creation and implementation of permanent solutions to prevent incident recurrence. Secondary Skills Experience in managing major incidents and crisis communication. Familiarity with DevOps or Agile environments. Exposure to automation and AI/ML in ITSM processes.

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Major Incident and Problem Management