Major Incident Manager

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, supported and inspired by a collaborative community of colleagues around the world. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

The Major Incident Manager will play a critical role in coordinating cross-functional teams, implementing incident management processes, and driving continuous improvement to minimize the impact of major incidents on business operations. The ideal candidate will have a strong background in incident management, as well as excellent communication and leadership skills.

• Establish and maintain major incident management policies, procedures, and standards to govern the identification, escalation, and resolution of major incidents.
• Chair regular major incident management meetings to review and assess the status of major incidents, assign priorities, and coordinate response activities.
• Lead and coordinate cross-functional teams, including infrastructure teams, technical specialists, vendors, and business stakeholders, to ensure timely resolution of major incidents.
• Communicate effectively with stakeholders, including IT teams, management, and end-users, providing regular updates on major incident status, progress, and outcomes.
• Conduct post-incident reviews and lessons learned sessions to identify root causes, contributing factors, and opportunities for improvement.
• Develop and implement corrective and preventive actions to address recurring or systemic issues identified through major incident management.
• Monitor and measure the effectiveness of major incident management processes, including incident response times, resolution rates, and customer satisfaction.
• Stay updated on emerging trends and best practices in major incident management and recommend innovative solutions to enhance incident response capabilities.

• Bachelor's degree in Information Technology, Business Administration, or related field. Master's degree preferred.
• 5+ years of experience in incident management or related roles, with a focus on major incidents.
• Strong understanding of incident management principles, methodologies, and best practices, with experience in ITIL or similar frameworks.
• Excellent communication, interpersonal, and leadership skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Strong analytical and problem-solving abilities, with a focus on driving continuous improvement and innovation.
• Problem Management experience.
• Experience with incident management tools and platforms, such as ServiceNow or similar systems, is desirable.

• You will be a part of a diverse collective of free-thinkers, entrepreneurs, and industry experts. You will love the exposure to transformation, expertise, and growth opportunities.
• We aim to build an environment where employees enjoy a positive work-life balance, with hybrid working and flexible arrangements.
• Your career growth is at our core. Access numerous learning and development opportunities, including courses and external certifications.
• We offer a comprehensive Total Reward package, including benefits and a Peer Recognition Portal called 'Celebrate'.

Apply today

Capgemini is a global business and technology transformation partner, helping organizations transition to a digital and sustainable world. With over 55 years of heritage and 340,000 team members in more than 50 countries, Capgemini is trusted to unlock the value of technology across various business needs, leveraging strengths in AI, cloud, data, and industry expertise.

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