Responsible for invoking the IBM standard Business Recovery solution toward remediating business-critical events for regulated and non-regulated enterprise accounts:Expeditiously lead and manage recovery efforts by identifying impact, coordinating I.S. resources, providing real-time recovery status/plans and executing appropriate notifications and escalations to meet SLAs. Provide customer-centric Major Incident Management support for FDA-Regulated accounts.Ensure the Standard Major Incident Management Process is invoked and followed for all major network events which include Severity-1 to Severity-3 incidents.

The Capgemini Major Incident Manager is responsible for managing all Severity 1 and 2 incidents to resolution within the SLA parameters and while maintaining the service tower(s) performance standard is met, and additionally, all the required escalations are performed at the appropriate intervals. The Capgemini Major Incident Manager also works with Incident Management, Problem Management, Change Management, Service Desk, Service Tower Management Leads, Service Delivery Managers and the Customer. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts). Capgemini Incident Management follows ITIL best practices. ITIL Certified.