Major incident management (System Engineer/System Administrator/Consultant/Lead)
Job Description
- ITIL v4 Foundation
- Incident Management or Crisis Management training
- 4+ years experience as Major incident manager
- Manage and coordinate high-priority incidents.
- Act as the primary point of contact during major incidents.
- Drive incident bridge calls and track actions.
- Ensure accurate and timely incident documentation.
- Collaborate on root cause analysis.
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.
Job Description
- 4+ years experience as Major incident manager
- Manage and coordinate the resolution of high-priority (P1/P2) incidents across multiple teams.
- Act as the primary point of contact during major incidents, ensuring timely communication to stakeholders.
- Drive incident bridge calls, ensuring technical teams are aligned and actions are tracked.
- Ensure accurate and timely incident documentation, including timelines and impact analysis.
- Collaborate with Problem Management for root cause analysis and post-incident reviews.
- Maintain incident logs and reports in ITSM tools (e.g., ServiceNow, BMC Remedy).
- Ensure adherence to SLAs and escalation procedures.
Primary skills
- Strong understanding of ITIL Incident and Major Incident Management processes.
- Experience managing high-severity incidents in enterprise environments.
- Excellent communication, coordination, and crisis management skills.
- Familiarity with ITSM tools and monitoring platforms.
Secondary skills
- ITIL v4 Foundation
- Incident Management or Crisis Management training
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.
