Major Incident Manager

MAJOR 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

• Lead and coordinate major incident management end-to-end, ensuring resolution within SLA/MTTR
• Act as central point of contact between technical teams, stakeholders and third parties, ensuring effective communication (including regular status updates)
• Drive incident resolution and problem management activities, including root cause analysis, reporting and prevention actions
• Ensure adherence to ITIL processes, data accuracy (incidents, QOS) and continuous service improvement, including on-call/standby participation

YOUR PROFILE

• Minimum 5–6 years of experience in IT Service Management or IT Support roles
• Strong understanding of IT infrastructure, networks and application dependencies
• Solid knowledge of ITIL processes
• Hands-on and proactive mindset with strong sense of urgency in incident resolution
• Excellent communication skills, with ability to manage stakeholders and coordinate multiple teams
• Ability to lead under pressure and manage conflict situations to drive resolution
• Experience in incident and problem management tools and environments
• English fluent
• French is a plus
• Availability for hybrid work in Lisbon.

WHAT YOU'LL LOVE ABOUT CAPGEMINI

• At Capgemini Portugal we have a flexible and dynamic work environment. Flexibility enables a better work-life balance and gives more flexibility to the employee to manage the working hours, as well if he works at the office or remotely, according with the company’s hybrid work policy;
• We have local programs that promote people growth, reskill and new skills development (Career Acceleration Programs);
• We promote an empowering environment with autonomy and peers' relationships among the top scores of our Monthly Employees' feedback; Next to this, we also offer an attractive compensation package and benefits such as Health and Life insurance, as well as Referral program with bonuses for talent recommendations and other fringe benefits according with our partnerships in force.
• Capgemini Portugal is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, as well as employment offers and promotions made according with competence and ability or performance, respectively.

ABOUT CAPGEMINI

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 trust-ed by its clients to unlock the value of technology to address the entire breadth of their busi-ness needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get the future you want | www.capgemini.com

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