Senior Major Incident Manager

Capgemini; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Capgemini in Bengaluru is seeking a Senior Major Incident Manager to own the end-to-end lifecycle of P1/P2 incidents in a global enterprise environment.

You will act as Incident Commander during critical service disruptions, coordinating cross-functional technical teams and driving rapid service restoration. This role requires ITIL expertise and hands-on crisis management across multiple domains.

Qualifications

• 6 to 12 years of experience in Major Incident Management, IT Service Management, or Technology Operations within enterprise environments.
• Hands-on experience leading major incident bridge calls, crisis situations, and service restoration activities.
• Good understanding of ITIL Incident, Problem, Change Management and Operational Governance processes.

Responsibilities

• Lead end-to-end lifecycle of Major Incidents (P1/P2) in a global enterprise environment.
• Act as Incident Commander during critical service disruptions and drive incident bridge calls.
• Assess business impact, prioritize incidents, and execute escalation procedures.
• Coordinate incident response across infrastructure, network, application, cloud, security, and vendor teams.
• Provide timely updates and executive communications translating technical issues into business impact.
• Lead PIRs, RCA, and Problem Management to identify corrective actions.

Skills

Major Incident Management

ITIL processes

ServiceNow

Stakeholder comms

RCA & PIR

Tools

ServiceNow

Job description

Your Role

• Lead and manage the end-to-end lifecycle of Major Incidents (P1/P2) within a global enterprise environment.
• Act as the Incident Commander during critical service disruptions, driving incident bridge calls, coordinating cross-functional technical teams, and ensuring rapid service restoration.
• Assess business impact, prioritize incidents, and execute escalation procedures in alignment with ITIL best practices.
• Facilitate incident response activities across infrastructure, network, application, cloud, security, and vendor teams.
• Provide timely updates and executive communications, translating technical issues into business-focused impact statements.
• Lead Post Incident Reviews (PIRs), Root Cause Analysis (RCA), and Problem Management activities to identify corrective and preventive actions that improve operational resilience

Your Profile

• 6 to 12 years of experience in Major Incident Management, IT Service Management, or Technology Operations within enterprise environments.
• Strong experience managing P1/P2 incidents, crisis situations, and business-critical service outages.
• Hands-on expertise in leading major incident bridge calls, stakeholder communication, escalation management, and service restoration activities.
• Good understanding of ITIL Incident Management, Problem Management, Change Management, and Operational Governance processes.
• Experience with ServiceNow Incident and Problem Management modules, reporting, dashboards, and SLA tracking.
• Proven experience conducting Root Cause Analysis (RCA), Post Incident Reviews (PIR), trend analysis, and driving corrective action plans.

What You Will Love Working at Capgemini

• Lead critical incident response activities that directly impact business continuity and customer experience.
• Work with global technology teams across infrastructure, cloud, security, applications, and operations.
• Expand your expertise in Major Incident Management, Problem Management, ServiceNow, ITIL practices, and operational governance.
• Gain exposure to complex enterprise environments, cloud technologies, and mission-critical systems supporting global clients.
• Build a rewarding career with clear growth opportunities in Service Management, Technology Operations Leadership, and Enterprise Governance roles.
• Be part of a diverse, inclusive, and collaborative workplace that encourages innovation, learning, and professional development.