Lead Software Engineer

Capgemini; Navi Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

The Rubber Band in-house band (Mondays

Internal sports events

Yoga challenges

Marathons

Job summary

Capgemini in Navi Mumbai is hiring for IT Service Management. You will own end-to-end service delivery operations, drive incident, problem and escalation management, and serve as the main interface with stakeholders during reviews.

The role emphasizes governance, KPI tracking and continuous improvement across delivery teams. The ideal candidate will have ITIL-based expertise, strong governance mindset, and proven ability to lead cross-functional support with a focus on service resilience and

Qualifications

• ITIL-based service management experience and process ownership.
• Proven ability to manage incidents, problems and escalations.
• Strong stakeholder communication and governance mindset.

Responsibilities

• Own end-to-end service delivery operations and ensure SLA compliance.
• Lead Incident, Problem, and Escalation Management processes.
• Act as the primary interface for client communication and service reviews.
• Drive governance, KPI tracking and continuous improvement initiatives.

Skills

ITIL

Incident Mgmt

Problem Mgmt

Change Mgmt

Service Continuity

SLA Mgmt

KPI Monitoring

Stakeholder Mgmt

Team Leadership

Executive Reporting

Tools

Ticketing Platforms

Monitoring Tools

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Your RoleOwn end-to-end service delivery operations, ensuring service stability, availability, and SLA compliance.Lead Incident, Problem, and Escalation Management to minimize outages and improve operational resilience.Act as the primary interface for stakeholder communication, client escalations, and service reviews.Drive service governance, KPI tracking, reporting, and continuous improvement initiatives.Coordinate cross-functional teams to ensure operational readiness, resource planning, and delivery excellence.Your profileIT Service Management ITIL, Incident Management, Problem Management, Change Management, Service Continuity.Service Delivery & Governance SLA Management, KPI Monitoring, Operational Metrics, Service Reviews.Stakeholder Management Client Communication, Escalation Management, Customer Satisfaction, Executive Reporting.Operations & Support Production Support, Service Monitoring Tools, Ticketing Platforms, Root Cause Analysis (RCA).Leadership & Analytics Team Leadership, Cross-functional Coordination, Dashboard Reporting, Continuous Improvement.What you''ll love about working here:We’re committed to ensuring that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.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 an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations 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 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 2024 global revenues of €22.1 billion.Make it real | www.capgemini.com