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

The Major Incident Manager will play a critical role in coordinating cross-functional teams, implementing incident management processes, and driving continuous improvement to minimize the impact of major incidents on business operations. The ideal candidate will have a strong background in incident management, as well as excellent communication and leadership skills.

KEY RESPONSIBILITIES

• Establish and maintain major incident management policies, procedures, and standards to govern the identification, escalation, and resolution of major incidents.
• Chair regular major incident management meetings to review and assess the status of major incidents, assign priorities, and coordinate response activities.
• Lead and coordinate cross-functional teams, including infrastructure teams, technical specialists, vendors, and business stakeholders, to ensure timely resolution of major incidents.
• Communicate effectively with stakeholders, including IT teams, management, and end-users, providing regular updates on major incident status, progress, and outcomes.
• Conduct post-incident reviews and lessons learned sessions to identify root causes, contributing factors, and opportunities for improvement.
• Develop and implement corrective and preventive actions to address recurring or systemic issues identified through major incident management.
• Monitor and measure the effectiveness of major incident management processes, including incident response times, resolution rates, and customer satisfaction.
• Stay updated on emerging trends and best practices in major incident management and recommend innovative solutions to enhance incident response capabilities