Incident 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

As an Incident Manager at Capgemini, you will take full command of critical IT incidents within the Technology Operations Center (TOC), leading the end-to-end incident lifecycle from detection through resolution and post-incident review.

This is a hands-on leadership role, where you will own major incident bridge calls, drive technical and vendor teams toward rapid resolution, and ensure clear, timely communication with both technical stakeholders and executive audiences. You will act as the central decision-maker under pressure, applying structured incident management practices while maintaining control, clarity, and focus throughout the process.

Responsibilities & Scope

Lead and command major incident bridge calls, ensuring alignment, clear ownership, and rapid progress toward resolution

Apply a structured incident management framework, including prioritization, role definition, escalation, and time-boxed action tracking

Independently identify, triage, prioritize, and classify incidents (P1/P2) based on business impact and urgency

Own and maintain incident records in ServiceNow, ensuring accurate timelines, actions, and resolution documentation

Coordinate multi-disciplinary teams (infrastructure, application, network, cloud) to ensure accountability and effectiveness

Manage vendor performance during incidents, enforcing SLA compliance and escalating when required

Deliver clear, concise communication to stakeholders, translating technical issues into business impact

Provide executive-level updates during high-severity incidents with appropriate level of detail

Drive post-incident reviews (PIRs), ensuring root cause analysis and actionable improvements

Identify recurring issues and partner with technical teams on permanent fixes and continuous improvement initiatives

Monitor and report on incident KPIs and SLAs, proactively highlighting trends and risks

Contribute to the enhancement of runbooks, escalation paths, and response playbooks

Act as an escalation point for TOC teams and mentor junior team members in incident management practices

Your Profile

Command-oriented leadership – Confidently leads high-pressure incident situations, driving teams to resolution with clarity and authority

End-to-end ownership mindset – Takes full accountability for incident lifecycle, ensuring speed, accuracy, and quality outcomes

Strong decision-making under pressure – Rapidly prioritizes and escalates based on business impact without reliance on consensus

Data-driven and structured approach – Applies disciplined frameworks, tracks KPIs, and continuously improves processes

Effective communicator – Clearly translates technical issues for diverse audiences, including senior leadership

Collaborative and influential – Engages cross-functional teams and vendors, holding stakeholders accountable to commitments

Continuous improvement focus – Identifies patterns, drives root cause resolution, and strengthens operational resilience

What you’ll love

Exposure to global enterprise environments and mission-critical operations

Opportunity to lead high-impact incident response and drive real-time business continuity

Work within a collaborative, high-performance operations culture

Access to continuous learning, certifications, and career growth opportunities

Need to know

Bilingual environment (Spanish & English)

Hands-on role requiring availability for major incident response

Experience with tools such as ServiceNow and operational dashboards preferred

About Capgemini