Senior Major Incident Analyst - Austin, TX

Job Title:Major Incident Analyst

Location:Austin, United States

Travel:0-10%

Job Description:

The role of the Senior Major Incident Analyst is to undertake management of Major Incidents, ensuring that they
are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties
perform up to high standards and follow agrees process. The role ensures that the output from Major Incident
Management process is of high quality and provides management with the right level of business intelligence. The
primary goal of Senior Major Incident Analyst is, as a matter of urgency, to minimize or remove the adverse impact
of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff
competencies. The ultimate objective is to restore IT services as soon as possible. The role of Senior Major Incident
Analyst is embedded into Service Management Team and therefore works closely with Incident Management,
Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service
Delivery Managers and at times directly with the Customer. The role closely aligns with Capgemini's ITIL best
practices.

Key Responsibilities:
Responsibilities are as follows
Consults business impact and urgency, declare Major Incident; Coordinate the process of the service restoration or
impact reduction; Monitors and escalates that cross -SDO 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 for SDOs where resolution ownership is disputed; Provides assistance to SDOs to ensure a globally 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 over
and above those of any specific SDO; Cooperates with various SDOs, Incident Managers, and Regional/Global
Change Managers; Identifies and escalates operational issues and drive resolution working directly with the client
and SDOs; Facilitates operational and management oriented meetings; Distributes outage and business
notifications; Participate in continuous service improvement; Is aware of the service performance and supports improvements implementation.

Required Skills:
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 client; 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 internal resources; Ability to maintain high level of accuracy and to work to
tight deadlines; Ability to prioritize and manage multiple tasks.

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: 

• Flexible work 
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 40