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SalaryThe job on offer
Reporting to the Lead SMC, the Problem Manager will ensure a proactive and predictive mindset is applied in problem investigations to prevent and or mitigate the risk of service disruption.
The Problem manager will work as part of the Problem Management function to seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities by building and maintaining effective working relationships across service providers (Capgemini, Client, 3rd Party and Partner contacts) in identifying the root cause of Incidents and then initiating actions to improve or correct the situation in order to achieve these goals, this will include performing Incident trend Analysis to support proactive Problem investigations
Your role
- Perform trend analysis of incidents to identify heavily used knowledge articles, common themes, and fragile components and raise proactive problem records.
- Ownership, accountability and effective governance for Problem Management Processes and Operational delivery across both Proactive and Reactive Problem Management
- Trend against events, network monitoring logs and relevant data to identify potential problems.
- Creation of meaningful management information which is suitable at all levels and uses PPM techniques (Lean, Six Sigma, Pareto Analysis)
- Accountable for the delivery of high-quality reporting, management or coordination of implementation of corrective actions, recording of residual business risk and communicate high quality updates to all stakeholders
Your profile
- ITIL V4 foundation minimum
- Lean intelligence and experience of Six Sigma
- Critical-thinking and root-cause-analysis skills are the most important skillsets for the Problem Manager. The ability to be able to step back, look at a problem logically, apply intuition and know who must be engaged to resolve the issue are essential skills of a Problem Manager
- Proactive problem management is driven from a continual improvement perspective. The trigger is not the result of an active incident, but rather the result of identified risks to service
- Working flexibly
You will be required to pass through SC Clearance if you are successful in this recruitment process, which is a condition of undertaking the role. Please ensure you are aware of the requirements before submitting your application. For more information about Security Clearance you can check the requirements in advance online at https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels.
Why Capgemini is unique
At Capgemini we don’t just believe in Diversity and inclusion, we actively go out to make it a working reality. Driven by our core values and Active Inclusion Campaign, we build environments where you can bring your whole self to work. We work with a range of clients all with a unique set of business, technological, and societal ambitions. Working for Capgemini you get to be at the forefront of designing future experiences, which truly impact our clients and wider society for the better.
We aim to build an environment where employees can enjoy a positive work-life balance. Through our New Normal campaign, we are looking to embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.
Get the future you want
Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs, and industry experts. A powerful source of energy that drives us all to find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses. And it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. And you’ll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is. Capgemini. Get The Future You Want.
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 every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-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, fueled by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported 2022 global revenues of €22 billion.
