Incident Management | Operations Lead

Capgemini; Navi Mumbai; On-site; INR 3,500,000 - 5,000,000; Full time

Benefits offered by this job

Wellness benefits

Health checks

Telemedicine

Insurance with top-ups

Elder care

Partner coverage

New parent support

Flexible work

Job summary

Capgemini Engineering is seeking a seasoned Major Incident Lead to oversee P1/P2 incidents, ensuring rapid restoration and minimal business impact. You will coordinate cross-functional teams and provide executive updates, with strong governance and RCA tracking.

The role requires ITIL Incident Management experience, hands-on use of ServiceNow/Remedy, and leadership under high-pressure conditions to drive continuous service improvement.

Qualifications

• ITIL Incident Management experience in IT Operations environments.
• Strong stakeholder communication and escalation handling skills.
• Experience leading teams during Major Incident scenarios.

Responsibilities

• Lead and manage P1/P2 Major Incidents with rapid restoration.
• Coordinate cross-functional teams during incidents and drive incident bridges.
• Provide timely executive updates and maintain incident documentation and RCA tracking.
• Ensure governance compliance and identify recurring issues for improvement.
• Perform trend analysis to drive continuous service improvement.

Skills

ITIL Incident Mgmt

Leadership

Communication

Escalation mgmt

RCA & governance

Cloud Ops

Tools

ServiceNow

Remedy

Job description

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.Your RoleLead and manage P1/P2 Major Incidents , ensuring quick service restoration and minimal business impact.Drive Major Incident Bridges by coordinating cross-functional support teams.Provide timely and accurate stakeholder communication and executive updates during incidents.Ensure complete incident documentation, RCA tracking, and governance compliance .Identify recurring issues and drive continuous service improvement through incident trend analysis.Your ProfileTotal Experience Required:12-14 Years OnlyStrong ITIL Incident Management experience within IT Operations environments.Hands-on expertise with ITSM tools such as ServiceNow, Remedy, or similar platforms.Good understanding of Application Support, Infrastructure, and Cloud Operations .Excellent communication, escalation management, stakeholder handling, and decision-making skills.Ability to lead teams effectively during high-pressure Major Incident scenarios ; ITIL Foundation certification preferred.What you'll love about working hereYou can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.