Incident Management Associate

Job description / Role

Responsibilities:
• Monitor Dynatrace or other designated monitoring tools to promptly detect system events and anomalies.
• Ensure timely response to critical Dynatrace events by logging tickets within 10 to 15 minutes, prioritizing them as P1 or P2 incidents.
• Ticket non-critical Dynatrace events within 15 minutes, assigning them a P3 priority.
• Manage email responses and alert notifications efficiently to maintain effective communication channels.
• Adhere strictly to assigned shift timings and report to the office (Client Location) promptly according to office hours.
• Proactively analyze recurring alerts to identify patterns and potential issues, proposing solutions to prevent future incidents.
• Develop Standard Operating Procedures (SOPs) for incident management processes and actively share knowledge with team members to foster continuous improvement and collaboration.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• Basic understanding of incident management principles and practices.
• Familiarity with monitoring tools such as Dynatrace is advantageous but not mandatory.
• Excellent communication skills in English and Arabic, both written and verbal.
• Strong attention to detail and ability to work effectively under pressure in a fast-paced environment.
• Demonstrated ability to work collaboratively in a team environment and adapt to changing priorities.
• Proactive mindset with a willingness to learn and develop new skills.
• Ability to think analytically and solve problems efficiently.
• Working in rotational shifts

About the Company

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 everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 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 in 2022 global revenues of €22 billion.