Problem Management – Back office

An overview of the role

Discipline (Including Service Line):         Infra UK
Business Unit:                SMC
Location:             Highlands 
Working Pattern:             Full Time

Why this role?

Oversees the root cause analysis process within the ITIL framework, with a focus on preventing repeat major outages. This is performed by applying a standard root cause analysis methodology, identifying known errors, and corrective actions. Equally adopting proactive problem management approach to both prevent, predict minimise and eliminate where possible 

⦁    Assigns problem investigations to proper resolver teams 
⦁    Ensuring that problems are identified, recorded, and tracked to resolution 
⦁    Ensuring that the information entered in the problem investigations and known errors are accurate and complete 
⦁    Monitoring progress of Problems assigned to resolvers and escalate as needed 
⦁    Preparing the trend analysis of incidents and monitoring data 
⦁    Ensuring business impact analysis of Problems is accurate 
⦁    Performing Post Problem and corrective action reviews as necessary to ensure accuracy, completeness and validity of actions performed and information recorded 
⦁    Monitor and escalate KPIs as needed including: Idle problem investigations and SLA breaches

Why you?

Key skills required:

⦁    Strong leadership and Stakeholder Management Skills 
⦁    Ability to present at all levels 
⦁    Demonstrate an ownership mentality 
⦁    Strong customer communication skills
⦁    ITIL v4 Foundation
⦁    Meticulous / ensure attention to detail


⦁    Ability of managing virtual teams to deliver Problem Management process and working cross functionally.
⦁    Ability to develop training material, schedule and facilitate training sessions for internal and external resources, mentoring skills.
⦁    Computer systems knowledge, integration, and architecture concepts.
⦁    Experience in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts.
⦁    Good Management and communication skills, hosting and facilitating of Problem Management meetings.
⦁    Problem solving skills
⦁    Understanding of cross systems interrelations in context of the global business process.
⦁    Understanding of Service Management Framework.

Why us?

Learning and development
There’s an endless amount to learn at Capgemini, and an endless number of ways to do so.  So, you’ll also have unique training opportunities to take advantage of. Some of our consultants even have the chance to go to Les Fontaine (near Paris, France), where we host a conference.  Outside of dedicated training, everyone makes time to help and support one another – collaboration is encouraged across all of our teams.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.

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Posted on:

April 20, 2021

Experience level:

Experienced Professional

Contract type:

Permanent Full Time


Any UK Base