Nivel cariera

Middle (2-5 ani), Senior (5-10 ani)

Limbi vorbite

engleză, germană

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Position purpose


Act as a Process Owner from Service Desk/Service Management side

Management and ownership over open incidents and service requests against Service Level Agreements and contracts

Maintaining communication to the client on selected on-going cases

Chases and escalations to Resolving Teams where incidents may or have breached their resolution deadlines or upon client requests for urgent cases

Caretaking of Incident Management mailbox to ensure all emails are responded to according to the expectations

Document activities within Incident Management process in the Knowledge Base

Perform regular and ad-hoc reporting for the client

Attend regular and ad-hoc conference calls related to Incident Management process with client’s attendance

Ensure timely performance of assigned tasks

Communicate possible trends in the types of incidents being logged

Identify and help to implement potential process, procedure and automation improvements


Candidate’s profile


Well motivated team player with ability to work under pressure and in changing environment

Be able to work with minimum supervision and perform under pressure to tight deadlines

Able to work effectively and flexibly in a small team

Well-structured multi-tasking skill

Good client-facing skills

Proactive and ‘can do’ attitude

Potentially interested in development in Major Incident Management




Background in Incident Management is desired

Excellent English written and verbal skills

Good verbal German is an advantage, but is not required

Understanding the nature of IT service support

Good communication skills, both written and verbal

Analytical and methodical approach to working

Good organizational skills, can-do attitude

ITIL Foundation knowledge (certification desirable)

Excel skills would be beneficial

Awareness of Root Cause Analysis concepts


 Attractive salary package
 Meal tickets
 Health insurance
 Foreign language courses, trainings, certifications and tuition fees reimbursed by Capgemini
 Team building events
 Taxi vouchers
 Regular assessments - twice a year
 Significant development opportunities within the company