Incident Manager

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

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 RoleAs an Incident Manager at Capgemini, you will take full command of critical IT incidents within the Technology Operations Center (TOC), leading the end-to-end incident lifecycle from detection through resolution and post-incident review.This is a hands-on leadership role, where you will own major incident bridge calls, drive technical and vendor teams toward rapid resolution, and ensure clear, timely communication with both technical stakeholders and executive audiences. You will act as the central decision-maker under pressure, applying structured incident management practices while maintaining control, clarity, and focus throughout the process.Responsibilities & ScopeLead and command major incident bridge calls, ensuring alignment, clear ownership, and rapid progress toward resolutionApply a structured incident management framework, including prioritization, role definition, escalation, and time-boxed action trackingIndependently identify, triage, prioritize, and classify incidents (P1/P2) based on business impact and urgencyOwn and maintain incident records in ServiceNow, ensuring accurate timelines, actions, and resolution documentationCoordinate multi-disciplinary teams (infrastructure, application, network, cloud) to ensure accountability and effectivenessManage vendor performance during incidents, enforcing SLA compliance and escalating when requiredDeliver clear, concise communication to stakeholders, translating technical issues into business impactProvide executive-level updates during high-severity incidents with appropriate level of detailDrive post-incident reviews (PIRs), ensuring root cause analysis and actionable improvementsIdentify recurring issues and partner with technical teams on permanent fixes and continuous improvement initiativesMonitor and report on incident KPIs and SLAs, proactively highlighting trends and risksContribute to the enhancement of runbooks, escalation paths, and response playbooksAct as an escalation point for TOC teams and mentor junior team members in incident management practicesYour ProfileCommand-oriented leadership – Confidently leads high-pressure incident situations, driving teams to resolution with clarity and authorityEnd-to-end ownership mindset – Takes full accountability for incident lifecycle, ensuring speed, accuracy, and quality outcomesStrong decision-making under pressure – Rapidly prioritizes and escalates based on business impact without reliance on consensusData-driven and structured approach – Applies disciplined frameworks, tracks KPIs, and continuously improves processesEffective communicator – Clearly translates technical issues for diverse audiences, including senior leadershipCollaborative and influential – Engages cross-functional teams and vendors, holding stakeholders accountable to commitmentsContinuous improvement focus – Identifies patterns, drives root cause resolution, and strengthens operational resilienceWhat you’ll loveExposure to global enterprise environments and mission-critical operationsOpportunity to lead high-impact incident response and drive real-time business continuityWork within a collaborative, high-performance operations cultureAccess to continuous learning, certifications, and career growth opportunitiesNeed to knowBilingual environment (Spanish & English)Hands-on role requiring availability for major incident responseExperience with tools such as ServiceNow and operational dashboards preferredJob DescriptionJob Description - Grade SpecificIs fully competent in its own area and has a deep understanding of related programming concepts software design and software development principles. Works autonomously with minimal supervision. Able to act as a key contributor in a complex environment, lead the activities of a team for software design and software development. Acts proactively to understand internalorexternal client needs and offers advice even when not asked. Able to assess and adapt to project issues, formulate innovative solutions, work under pressure and drive team to succeed against its technical and commercial goals. Aware of profitability needs and may manage costs for specific projectorwork area. Explains difficult concepts to a variety of audiences to ensure meaning is understood. Motivates other team members and creates informal networks with key contacts outside own area.About CapgeminiCapgemini 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 over 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.At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.