Hybrid IT Major Incident Lead

Capgemini; Manchester; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Disability Confident Employer

Job summary

Capgemini in the United Kingdom is recruiting a Major Incident Manager to lead investigations, chair incident meetings, and drive outage resolution via workarounds or permanent fixes. You will coordinate with technical leads, manage actions, and ensure completion within SLAs.

This role requires ITIL V3/V4 Foundation, strong client-facing communication, and flexible hours including on-call. Hybrid working across Capgemini offices, client sites and home is supported.

Qualifications

• ITIL V3 or V4 Foundation
• Operational Major Incident Management experience
• Able to interact with clients at all levels
• Flexibility to work between 7am and 6pm including out-of-hours on-call coverage

Responsibilities

• Lead, drive and chair all investigation activities, meetings and conference calls, and be accountable for resolving outages via workaround or permanent fix.
• Form collaborative action plans with the technical lead, assign actions with roles and deadlines, and ensure safe completion within SLAs.
• Manage matrix resources including third parties and resolve conflicts to move toward resolution.
• Issue Major Incident communications and provide timely stakeholder management across levels.
• Support process improvements and knowledge base enhancements.

Skills

ITIL V3/V4 Foundation

Major Incident Management

Client interaction

Communication

On-call shifts

Job description

Capgemini in the United Kingdom is recruiting a Major Incident Manager to lead investigations, chair incident meetings, and drive outage resolution via workarounds or permanent fixes. You will coordinate with technical leads, manage actions, and ensure completion within SLAs.

This role requires ITIL V3/V4 Foundation, strong client-facing communication, and flexible hours including on-call. Hybrid working across Capgemini offices, client sites and home is supported.