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Role Family Description: Service Management – Problem Management
The Problem Coordinator primary responsibility is management of the Problem Management process in scope of the Service Support ITIL processes. The goal of Problem Coordinator is to prevent, remove or minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure. Seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities. In order to achieve this goal, Problem Coordinator seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. Undertakes pro-active investigations and preventive activities mitigation even potential IT business related risk. Carries out root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts) ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability.
Typical General Responsibilities:
• Performs proactive and re-active investigations for simple problems; assure timely delivery of the results;
• Completes regular standard tasks following given prioritization;
• Follows procedural activities described in the Problem Management documentation;
• Provides the analysis of the aggregate incident data to identify key trends;
• Collects data for the resolution of the investigated problems and root cause analysis requiring the input of the multiple functions;
• Assuring the analysis of the aggregate incident data to identify key trends;
• Provides input into Known Error DB and KM systems;
• Uses knowledge recorded in the KM systems;
• Attends operational meetings;
• Effectively uses working relationships with Customers and Suppliers;
• Participate in continuous service improvement;
• Is aware of the service performance and supports improvements implementation;
• Review and quality check RCA templates;
• Proactively monitors the Incidents to identify trends.
• General computer systems knowledge;
• Good communication skills;
• Experience of working directly with client;
• Ability of working with virtual teams to deliver Problem Management process;
• Service Desk or Support Group experience;
• Service Management awareness;
• ITIL awareness (ITIL Foundation preferred);
• Applied procedural Problem Management reactive and proactive techniques.
Application deadline: Friday, 20/03.
Capgemini is headquartered in Paris, France and operates in more than 30 countries. We are, above all, a people company¿¿¿with over 90,000 employees in North America, Europe, and the Asia Pacific region. With more than 300 offices around the globe, we are one of the world¿¿¿s largest providers of Consulting, Outsourcing and Technology Services.
