Service Management Consultant - Major Incident Manager

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Location

This is a full-time, onsite role based in Warren, NJ, USA.

About The Job You're Considering

We are looking for an experienced Major Incident Manager who can lead the on shore/offshore incident team and partner with our client to assure SLA’s are met. ITIL and/or ITSM experience a plus.

Your Role

Consults business impact and urgency, collaborate with SDM/ODM and clients (C-level, management and technical team leads including Bottlers (3rd Party) when needed.

Declare Major Incidents; Coordinate the process of the service restoration or impact reduction; Monitors and escalates that cross clients incidents are resolved effectively securing end-to-end Service Level Agreement; Identifies and takes control of unallocated incidents e.g. ‘gray space’; Acts as escalation point where resolution ownership is disputed; Provides assistance to clients workstreams to ensure a consistent approach to operational processes. Supports consistent communications in scope of the process and services; Provides high quality reports and communications; Ensures that customer’s business interests are maintained Manages and Cooperates with offshore Incident Managers, Major Incident Managers, Problem and Change Managers; Identifies and escalates operational issues and drive resolution working directly with the client and SDM/ODM;

Facilitates operational and management-oriented meetings; Distributes outage and business notifications; Participate in continuous service improvement; Provide leadership and proactive redesign of MIM process at client. Is aware of the service performance and supports improvements implementation.

Your Skills And Experience

• General computer systems knowledge, integration and architecture concepts; Awareness of cross systems interrelations in context of the global business process.
• Experience in IT, with emphasis on operational management;
• Good communication skills, active participating in Incident Management meetings; Experience of working directly with C level and management clients.
• Experience of working with virtual teams to deliver Incident Management and processes and working cross functionally;
• Service Desk or Support Group experience;
• Understanding of Service Management Framework;
• ITIL certification (Green Badge level - ITIL Foundation);
• Experience of 24*7 shift working;
• Ability to facilitate training sessions for and management of internal resources.
• Ability to maintain high level of accuracy and to work to tight deadlines;
• Ability to prioritize and manage multiple tasks.

The base compensation range for this role in the posted location is: $55,692- $109,200.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.