[Hiring] IT Major Incident Specialist @Capgemini

Role Description

Are you an experienced IT Technical professional passionate about driving service delivery improvements on a scale? We are seeking a technical specialist to join our Infrastructure Shared Services (ISS) department to manage Incident and Problem Investigations.

• Major Incident Management: Function as the first line of defense in responding to production issues, constantly monitoring system health, and troubleshooting with appropriate teams to expedite service restoration.
• Problem Management: Implement preventive measures by seeking root causes and working cross-functionally across various groups to improve code, infrastructure, processes, and more.

What You will Do:

• Manage Production Incidents and Problems effectively.
• Own Farmers' production operational health, including real-time communication with stakeholders during service disruptions.
• Bring strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation.
• Develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams.
• Drive towards meeting and exceeding ITSM KPIs based on the organization’s strategic goals.
• Collaborate with talented IT teams with varying levels of experience in a hybrid workplace.
• Foster an inclusive work environment and promote our company culture.

What You'll Accomplish:

• Protect the stability and performance of production applications.
• Continuously improve system uptime and reduce mean time to recovery (MTTR).
• Keep the ITSM team ahead of the curve, preventing production outages before they occur by effective change and problem management.
• Work with a cohesive and effective team of IT professionals committed to service delivery.
• Work hours are primarily aligned to the standard schedule; however, flexibility to support extended hours may be required based on business needs.

Qualifications

• Technical Expertise: Ability to understand large-scale IT ecosystems and associate business processes with the IT systems supporting them.
• General knowledge in engineering, software development, cloud computing, DevOps, SRE, and Observability, with expertise in at least one area.
• Problem-solving/Analytical Skills: Ability to troubleshoot, analyze, and resolve IT application problems of varying magnitudes.
• Monitoring Tools: Experience with multiple application performance, log analysis, network performance, and digital experience monitoring tools (e.g., Dynatrace, ThousandEyes, ExtraHop, SevOne, FullStory, etc.).
• Process Improvement: Experience in identifying and driving process improvements resulting in efficiency gains and/or improved customer experience.

Benefits

• A competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• Dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.