Incident Manager

Capgemini; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Capgemini in Bengaluru seeks a professional for incident management. This role involves leading client communication during incidents, tracking SAP tickets, and ensuring SLA adherence for swift resolutions.

The ideal candidate will have strong communication skills, a background in incident triage, and the ability to conduct Root Cause Analysis. Join a dynamic team where no two days are the same.

Qualifications

• Strong communication skills for client interaction.
• Experience in incident tracking and priority management.
• Knowledge of service management processes.

Responsibilities

• Lead client communication during incidents with updates.
• Monitor and track SAP incidents with correct prioritization.
• Manage SLA adherence and escalations for quick resolutions.
• Coordinate incident progress and closure with stakeholders.
• Document and drive corrective actions from Root Cause Analysis.

Skills

Client-facing communication

Incident triage

SLA management

Root Cause Analysis (RCA)

Analytical skills

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 worlds 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 and no two days are the same.

Your Role

• Lead client communication during incidents, providing timely updates and executive summaries.
• Monitor, triage, and track SAP incidents, ensuring correct prioritization and ownership.
• Manage SLA adherence and escalations, driving quick resolution under high pressure situations.
• Coordinate incident progress and closure, including stakeholder alignment.
• Perform and document Root Cause Analysis (RCA) and drive corrective actions.

Your Profile

• Strong client-facing communication (written and verbal) and executive reporting skills.
• Hands‑on experience in incident triage, tracking, and priority management (SAP tickets).
• Solid knowledge of SLA, escalation, and service management processes.
• Proven ability to conduct RCA and present findings clearly.
• High stress handling and analytical skills, with confidence in client negotiations.