Incident Commander: Lead Major IT Incidents & Resilience

Capgemini; Aguascalientes; On-site; MXN 600,000 - 900,000; Full time

Job summary

Capgemini in Mexico is seeking an Incident Manager to take command of critical IT incidents within the Technology Operations Center, leading end-to-end lifecycle from detection to resolution and post-incident review. You will own major incident bridge calls, coordinate multi-disciplinary teams, and deliver executive updates during high-severity incidents.

The role emphasizes hands-on leadership, structured incident practices, and continuous improvement of runbooks and processes in a bilingual

Qualifications

• Experience with incident management tools such as ServiceNow.
• Hands-on experience in major incident response and post-incident reviews.

Responsibilities

• Lead major incident bridge calls and drive resolution.
• Apply a structured incident management framework including prioritization and escalation.
• Coordinate cross-functional teams and vendors to ensure accountability and progress.
• Provide executive updates during high-severity incidents with appropriate detail.
• Drive post-incident reviews (PIRs) and root-cause analysis.
• Monitor incident KPIs and update runbooks and escalation paths.

Skills

Leadership under pressure

Incident management

Stakeholder communication

Cross-functional coordination

Data-driven mindset

Mentoring

Decision making

Bilingual Spanish/English

Tools

ServiceNow

Operational dashboards

Job description

Capgemini in Mexico is seeking an Incident Manager to take command of critical IT incidents within the Technology Operations Center, leading end-to-end lifecycle from detection to resolution and post-incident review. You will own major incident bridge calls, coordinate multi-disciplinary teams, and deliver executive updates during high-severity incidents.

The role emphasizes hands-on leadership, structured incident practices, and continuous improvement of runbooks and processes in a bilingual