Major Incident Lead — IT Service Recovery

Capgemini; Urmston; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Capgemini is seeking a Major Incident Manager to lead, drive and chair all investigation activities and ensure outages are resolved via workaround or permanent fix.

The role involves coordinating with the technical lead, managing third parties, handling major incident communications, escalations, and contributing to process and knowledge-base improvements. Hybrid working applies in the UK.

Qualifications

• ITIL V3/V4 Foundation required.
• Operational Major Incident Management experience.
• 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 calls to resolve outages via workaround or permanent fix.
• Form action plans with the technical lead, assigning actions, roles and deadlines.
• Matrix-manage people, processes and third parties, resolving conflicts to move to resolution.
• Issue Major Incident communications and manage timely functional and hierarchical escalation.
• Support process improvements and knowledge base enhancements.

Skills

Communication & presentation

ITIL foundation

Major incident management

Client-facing

On-call / shifts

Job description

Capgemini is seeking a Major Incident Manager to lead, drive and chair all investigation activities and ensure outages are resolved via workaround or permanent fix.

The role involves coordinating with the technical lead, managing third parties, handling major incident communications, escalations, and contributing to process and knowledge-base improvements. Hybrid working applies in the UK.