Primary Skill Sets Experience of working directly with business and service managers; Experience of managing virtual teams to deliver Incident Management processes and working cross functionally

Service Management proven successful performance; Wide understanding of Service Management and clear commitment to Service Management Framework

ITIL certification (Blue Badge level - ITIL Practitioner/Intermediate)

Experience of 24*7 shift working

Ability to develop training material, schedule and facilitate training sessions for internal and external resources, mentoring skills

Experience in handling escalations in a timely and effective manner

Experienced in managing multiple urgent tasks when considering client's business impact.

Secondary Skill Sets:Knowledge in Incident Management, Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service Delivery Managers and at times directly with the Customer. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts) Key Responsibilities Asses business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts

Manage the process of the service restoration or impact reduction

Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management; Identifies and takes control of unallocated incidents e.g. gray space

Acts as escalation point for SDOs where resolution ownership is disputed

Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processe

Provides consistent communications in scope of the process and services; Provides high quality reports and communications; Ensures that customers business interests are maintained over and above those of any specific SDO

Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers; Oversees the Incident Management process delivery

Pro-actively Identify operational issues and drive resolution working directly with the client and SDOs

Facilitates and lead operational and management oriented meetings; Own send-to-end outage and business notifications; Provides technical non-technical support for Major Incident response Teams

Acts as SME for the Incident Management processes; Supports the effective operation of the Major Incident Management Process

Ensures that stakeholder resources are appropriately identified and coached

Support of continuous service improvement is an pivotal element of the role

Is aware of the service performance and supports improvements implementation; Computer systems knowledge systems integration and architecture concepts

Understanding of cross systems interrelations in context of the global business process; Expect major part of experience in IT, with emphasis on operational management; Good Management and communication skills, leadership of Incident Management meetings.

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