Senior Incident Management Lead (ITSM Specialist) (NV1/NV2)

Job Description

We are hiring an experienced ITSM professional specializing in Incident Management to govern and enhance the end-to-end incident management process across a multi-supplier ecosystem. This role is critical in ensuring service stability, driving SLA performance, and delivering consistent, high-quality service outcomes aligned with ITIL best practices.

The ideal candidate is a seasoned professional with deep expertise in incident governance, service delivery, and continuous improvement, capable of operating in complex enterprise environments.

Key Responsibilities

Incident Management Governance

• Govern and oversee the integrated incident management process across multiple vendors and internal teams.
• Ensure alignment with ITIL frameworks, organizational policies, and client expectations.
• Maintain consistency in incident handling standards across the entire ecosystem.

Monitoring & Performance Management

• Monitor incident trends, patterns, and recurring issues to proactively identify improvement opportunities.
• Track incident escalations and resolution timelines, ensuring timely closures.
• Analyze incident data to identify systemic issues and recommend preventive measures.

Incident Classification & Prioritization

• Enforce consistent incident classification, prioritization, and categorization standards.
• Ensure appropriate severity levels are assigned, enabling effective response and escalation.
• Drive adherence to incident lifecycle processes and documentation standards.

Major Incident Management

• Coordinate and facilitate Major Incident (P1/P2) response and resolution activities.
• Lead major incident reviews (MIRs) and ensure all stakeholders are aligned.
• Ensure root cause analysis (RCA) is conducted and corrective/preventive actions are tracked to closure.

Service Level Management & Stakeholder Communication

• Drive compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Work closely with suppliers to address performance gaps and improve service metrics.
• Escalate breaches and implement corrective actions where needed.
• Provide consolidated incident reports, dashboards, and insights to leadership and stakeholders.
• Deliver actionable insights on service performance, risks, and improvement opportunities.
• Act as the single point of accountability for incident-related communications across the organization.

Job Description - Grade Specific

Experience

• Minimum 10+ years of experience in IT Service Management (ITSM).
• Strong background in Incident Management and service delivery.
• Experience working across industries such as insurance, education, utilities, or similar sectors.

Technical & Tool Expertise

• Hands-on experience with ITSM tools such as:
• ServiceNow OR Jira Service Desk (or similar platforms)
• Strong understanding of incident lifecycle workflows and automation.

ITIL & Process Expertise

• Deep knowledge of ITIL frameworks, particularly Incident and Problem Management.
• Proven ability to align ITIL processes with client/business needs.
• Experience driving process adherence, standardization, and governance.

Core Competencies

• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication abilities.
• Ability to work in complex, multi-vendor environments.
• Demonstrated focus on continuous improvement and operational excellence.

Key Attributes

• Proactive and process-driven mindset.
• High level of accountability and ownership.
• Ability to operate under pressure, especially during major incidents.
• Passion for service quality, governance, and efficiency improvements.

Desirable Qualifications

• ITIL Certification (v3/v4 preferred)
• Experience in enterprise-scale service operations
• Exposure to automation, AI-driven incident management, or analytics tools is a plus

What you’ll love about working here

• Experience a Positive Work-Life Balance: We prioritize your well-being with hybrid and flexible working arrangements, making it easy to balance your personal and professional life.
• Own your Growth: Dive into endless learning opportunities with courses from Capgemini University and numerous external certifications. Benefit from digital learning platforms and specialized campuses in AI, Cloud, Data, and Sustainability. Propel your career with our award-winning
• Career Acceleration programs. Thrive in an Inclusive Environment: We don't just believe in inclusion; we live it. Be part of a workplace that values authenticity, inclusion, and belonging. We encourage applications from all backgrounds, even if you don’t meet every requirement. Research shows that individuals from underrepresented groups often hesitate to apply unless they meet every criterion. If you're excited about this role, we welcome your application and invite you to share what you can bring.
• Work with Integrity: Join a company recognized by Ethisphere as one of the World’s most Ethical companies.
• Collaborate with Industry Leaders: Gain exposure to top global companies, including 145 of the Fortune 500, through your work with Capgemini.
• Showcase Your Skills: Participate in our internal annual global tech challenges and help address world issues.