Major Incident Manager

Your Role

• Lead and manage the end-to-end lifecycle of Major Incidents (P1/P2) within a global enterprise environment.
• Act as the Incident Commander during critical service disruptions, driving incident bridge calls, coordinating cross-functional technical teams, and ensuring rapid service restoration.
• Assess business impact, prioritize incidents, and execute escalation procedures in alignment with ITIL best practices.
• Facilitate incident response activities across infrastructure, network, application, cloud, security, and vendor teams.
• Provide timely updates and executive communications, translating technical issues into business-focused impact statements.
• Lead Post Incident Reviews (PIRs), Root Cause Analysis (RCA), and Problem Management activities to identify corrective and preventive actions that improve operational resilience

Your Profile

• 6 to 12 years of experience in Major Incident Management, IT Service Management, or Technology Operations within enterprise environments.
• Strong experience managing P1/P2 incidents, crisis situations, and business-critical service outages.
• Hands-on expertise in leading major incident bridge calls, stakeholder communication, escalation management, and service restoration activities.
• Good understanding of ITIL Incident Management, Problem Management, Change Management, and Operational Governance processes.
• Experience with ServiceNow Incident and Problem Management modules, reporting, dashboards, and SLA tracking.
• Proven experience conducting Root Cause Analysis (RCA), Post Incident Reviews (PIR), trend analysis, and driving corrective action plans.

What You Will Love Working at Capgemini

• Lead critical incident response activities that directly impact business continuity and customer experience.
• Work with global technology teams across infrastructure, cloud, security, applications, and operations.
• Expand your expertise in Major Incident Management, Problem Management, ServiceNow, ITIL practices, and operational governance.
• Gain exposure to complex enterprise environments, cloud technologies, and mission-critical systems supporting global clients.
• Build a rewarding career with clear growth opportunities in Service Management, Technology Operations Leadership, and Enterprise Governance roles.
• Be part of a diverse, inclusive, and collaborative workplace that encourages innovation, learning, and professional development.