Incident and Problem Manager

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

Your Role

The 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.

Key Responsibilities

• 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

Your Profile

• Negative Vetting 1 or 2 required.
• 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.

What You'll Love About Working Here

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.

Apply today

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.