Major Incident Manager

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

About The Job You’re Considering

Capgemini provides a service to a Private Sector organisation. You will be working as part of a Service Management delivery team.

Capgemini provides a service to a Private Sector organisation. You will be working as part of a Service Management delivery team. Reporting into the Head of GSMC, the Major Incident Manager is responsible for end-to-end management of all IT major incidents

Hybrid working:

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• Leading, driving, and chairing all investigation activities, meetings, and conference calls and being accountable for resolving the outage via workaround or permanent fix
• Forming collaborative action plans via the technical lead with specific actions, roles, and deadlines, and ensuring these are completed safely and within SLA
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
• Issue all Major Incident communication and provide key stakeholder management including performing timely functional and hierarchical escalation
• Supporting and nurturing process improvements and knowledge base improvements

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your Skills And Experience

• Communication and presentation skills
• ITIL V3/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 via a rotating shift pattern.

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Make it real – what does it mean for you?

Flexibility to work your way

You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.

To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy

You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com