Your Job
Lead and coordinate major incident bridge calls to ensure timely resolution and minimal business impact
Act as the primary point of contact for stakeholders during major incidents, providing clear and timely updates
Ensure end-to-end management of major incidents, including invocation, escalation, and service restoration
Produce and maintain Major Incident Communication and Recovery Plans, including post-incident reports
Collaborate with technical teams and vendors to identify root cause and implement corrective actions
Your Profile
ITIL Foundation Certification (essential for IT Service Management best practices)
Major Incident Management (MIM) Certification or equivalent advanced training
Strong communication and stakeholder management skills
Proficiency in Incident Management tools (e.g., ServiceNow, Remedy)
Leadership and decision-making under pressure
Proven experience in ITIL-based Incident Management and IT Service Operations
Strong problem-solving and analytical skills for root cause identification and resolution
Ability to manage high-pressure situations and make critical decisions quickly
Excellent organizational and prioritization skills to handle multiple incidents simultaneously
Hands-on experience with incident response tools and reporting (e.g., SLA tracking, escalation handling)
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'.
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.
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