About us

Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services.

Cloud Infrastructure Services is one of the biggest outsourcing service providers in Poland. Since the establishment of our first service center in Krakow in 2004, it has achieved great success and grown rapidly. In 2006, we opened a second center in Katowice and in 2012 a third center in Opole. Today, our team of 2,000 professionals delivers IT outsourcing services to 40 clients in 20 languages.

 

Job description

  • Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
  • Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
  • Document troubleshooting steps and service restoration details
  • Create and submit knowledge articles
  • Provide specialized investigation and diagnosis of all Incidents and Service Requests
  • Identify Problems
  • Verify resolution with end-users and resolve assigned Incidents
  • Escalate Major Incidents to the Incident and/or Problem Manager
  • Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
  • Escalate unresolved Incidents to Tier 3
  • Restore a failed IT Service as quickly as possible
  • Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors
  • Services are requested by Tier 1/2 Support if required for solving an Incident

 

Main accountabilities

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Remediate deviation of process for its division/department/school
  • Responsible for communicating with the Incident Process Owner
  • Point of contact for all Major Incidents
  • Responsible for the effective implementation of the process “Incident Management” and carries out the respective reporting procedure.
  • Represent the first stage of escalation for Incidents
  • Monitor the workload per Tier 1 Analyst
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Provide guidance to the Incident Process Coordinators
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable

 

Candidate’s profile

  • Able to manage major incidents
  • Willing to work 24×7
  • Able to manage escalation and aging task
  • Fluent in English

 

What we offer

  • You will work in multinational, stable company for c.a. 100 Blue Chip Clients– known, global brands, supported by 6000 professionals in 30 languages
  • You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen
  • You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities
  • You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives
  • You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)
  • As a disabled person you will get professional support. We are open to provide assistive technologies for people with diverse disabilities. We care about inclusion and equal rights approach. We conduct disability awareness trainings. Join our Win with Capgemini Program for people with disabilities

 

Apply now