Major Incident Management

Your Role

• Act as the incident commander during major incidents, leading bridge calls and coordinating technical teams.
• Assess impact and urgency, declare major incidents, and initiate escalation procedures.
• Drive service restoration efforts and ensure SLA compliance.
• Communicate timely updates to senior management, clients, and internal teams.
• Collaborate with Incident, Problem, and Change Management teams for root cause analysis and preventive measures.
• Maintain accurate incident logs and produce detailed post-incident reports.
• Facilitate post-incident reviews and implement corrective actions.

Your Profile

• 6 to 9 years experience in IT Service Management with a focus on major incident handling.
• Strong experience in Major Incident Management within enterprise environments.
• ITIL Certification (V3/V4 Foundation mandatory; Intermediate preferred).
• Proficiency in ITSM tools (ServiceNow, BMC Remedy).
• Excellent communication and crisis management skills.
• Ability to lead cross-functional teams under pressure.
• Knowledge of Problem and Change Management processes.
• Familiarity with SIAM and multi-vendor governance.
• Understanding of IT infrastructure (Networks, Servers, Applications).
• Exposure to Continual Service Improvement (CSI) practices.

What will you love working at Capgemini

• Opportunity to work in critical IT service operations with global impact.
• Career Growth & Global Exposure in IT Service Management.
• Focus on Innovation, Process Excellence, and Automation.
• Inclusive Culture & Strong Support System.