Manager of Performance Call Systems focusing on scalable outbound and inbound call strategies. Responsible for optimizing performance and unit economics in a technology - enabled call center.
About the role
- Incident Manager responsible for managing IT incidents minimizing impact on business operations at Sogeti. Collaborating closely with Problem Management, Change Management, Service Desk, and Service Delivery teams.
Responsibilities
- Monitor and manage the progress of incidents and service requests across internal and external teams
- Liaise with Problem Management to expedite resolution and ensure root cause analysis
- Escalate unresolved incidents and monitor resolver queues to maintain SLA compliance
- Facilitate major incident bridges and post-resolution review meetings
- Lead daily and weekly incident status calls and provide incident reporting as required
- Identify and drive service improvement opportunities
- Review incident tickets for data accuracy and process adherence
- Track and escalate key KPIs including SLA breaches, idle incidents, re-opened tickets, and excessive reassignments
Requirements
- Strong understanding of IT systems, integration, and architecture concepts
- Proven ability to manage virtual teams and work cross-functionally
- Excellent communication and facilitation skills, with experience hosting incident management meetings
- Familiarity with service management frameworks and regulatory standards (e.g., SAS70, SOX, FDA)
- Experience with both reactive and proactive problem management techniques
- Skilled in mentoring, training development, and stakeholder engagement
- Strong analytical and problem-solving abilities, with a focus on continuous improvement
- Certifications: ITIL Foundation ITIL Practitioner or Intermediate (desirable)
Benefits
- Craft your own career path through continuous learning and personal growth
- Our commitment to maintain high ethical standards ensuring Diversity, Sustainability and Inclusion in our business practises
- Be a part of our professional communities role framework which promotes professional growth, career development and enhances Sogeti’s capabilities across different domains
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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