Incident Command Lead — IT Major Outage Strategist

Capgemini; Manchester; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Capgemini is seeking a Major Incident Manager in the UK to lead end-to-end incident management for critical outages. You will chair investigations, form collaborative action plans with the technical lead, and manage cross-functional teams and third parties to resolve issues within agreed SLAs.

The role requires ITIL V3/V4 Foundation and extensive Major Incident Management experience, with flexibility to cover a 7am–6pm window including on-call shifts.

Qualifications

• ITIL V3/V4 Foundation certification required.
• Operational Major Incident Management experience required.
• Ability to interact with clients at all levels.
• Flexible to work between 7am and 6pm, including on-call shifts.

Responsibilities

• Lead, drive, and chair investigation activities and incident reviews; ensure resolution via workaround or fix.
• Create action plans with technical lead; assign roles and deadlines; ensure SLA adherence.
• Matrix manage people, processes and third parties to reach resolution.
• Issue major incident communications and manage stakeholder escalations.

Skills

Communication

ITIL Foundation

Major Incident Mgmt

Client interaction

Shift flexibility

Job description

Capgemini is seeking a Major Incident Manager in the UK to lead end-to-end incident management for critical outages. You will chair investigations, form collaborative action plans with the technical lead, and manage cross-functional teams and third parties to resolve issues within agreed SLAs.

The role requires ITIL V3/V4 Foundation and extensive Major Incident Management experience, with flexibility to cover a 7am–6pm window including on-call shifts.