Major Incident Manager

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

About the job you’re consideringCapgemini 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 incidentsHybrid 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 roleLeading, driving, and chairing all investigation activities, meetings, and conference calls and being accountable for resolving the outage via workaround or permanent fixForming collaborative action plans via the technical lead with specific actions, roles, and deadlines, and ensuring these are completed safely and within SLAMatrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolutionIssue all Major Incident communication and provide key stakeholder management including performing timely functional and hierarchical escalationSupporting and nurturing process improvements and knowledge base improvementsYou 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 experienceCommunication and presentation skillsITIL V3/V4 FoundationOperational Major Incident Management experienceAble to interact with clients at all levelsFlexibility to work between 7am and 6pm including out of hours (on-call) coverage via a rotating shift pattern.We are a Disability Confident EmployerCapgemini 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, andMeet the minimum essential criteria for the role.Please opt in during the application process.Your security clearance and pre-employment checksTo 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 wayYou 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 wellbeingYou’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 pathYou 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 energyYou’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 CapgeminiCapgemini 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