Incident Manager

Capgemini; Aguascalientes; On-site; MXN 360,000 - 600,000; Full time

Job summary

Capgemini Mexico seeks an Incident Manager to lead critical IT incidents within the Technology Operations Center (TOC). You will own the full incident lifecycle from detection through resolution and post‑incident review, coordinating technical and vendor teams and communicating with stakeholders at all levels.

This hands‑on leadership role requires taking ownership of major incidents, driving rapid resolution, and delivering concise, executive‑level updates while improving runbooks and response

Qualifications

• Command leadership in high‑pressure incidents and driving teams to resolution.
• End-to-end ownership of incident lifecycle from detection to post‑incident review.
• Structured decision making based on business impact and urgency.
• Data‑driven approach with KPI tracking and process improvement.
• Clear communication to technical and executive stakeholders.
• Collaboration across cross‑functional teams and vendors for accountability.
• Proactive problem identification and permanent fixes.

Responsibilities

• Lead major incident bridge calls and drive rapid resolution.
• Apply structured incident management: prioritization, escalation, action tracking.
• Triage and classify incidents (P1/P2) by business impact and urgency.
• Maintain incident records in ServiceNow with timelines and actions.
• Coordinate multi‑disciplinary teams to ensure accountability and effectiveness.
• Manage vendor performance and enforce SLAs during incidents.
• Deliver executive‑level updates during high‑severity incidents.

Skills

Command leadership

End-to-end ownership

Decision making under pressure

Data-driven

Effective communication

Collaborative influence

Continuous improvement

ServiceNow

Operational dashboards

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 Role

As 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 & Scope

• Lead and command major incident bridge calls, ensuring alignment, clear ownership, and rapid progress toward resolution
• Apply a structured incident management framework, including prioritization, role definition, escalation, and time‑boxed action tracking
• Independently identify, triage, prioritize, and classify incidents (P1/P2) based on business impact and urgency
• Own and maintain incident records in ServiceNow, ensuring accurate timelines, actions, and resolution documentation
• Coordinate multi‑disciplinary teams (infrastructure, application, network, cloud) to ensure accountability and effectiveness
• Manage vendor performance during incidents, enforcing SLA compliance and escalating when required
• Deliver clear, concise communication to stakeholders, translating technical issues into business impact
• Provide executive‑level updates during high‑severity incidents with appropriate level of detail
• Drive post‑incident reviews (PIRs), ensuring root cause analysis and actionable improvements
• Identify recurring issues and partner with technical teams on permanent fixes and continuous improvement initiatives
• Monitor and report on incident KPIs and SLAs, proactively highlighting trends and risks
• Contribute to the enhancement of runbooks, escalation paths, and response playbooks
• Act as an escalation point for TOC teams and mentor junior team members in incident management practices

Your Profile

• Command‑oriented leadership – Confidently leads high‑pressure incident situations, driving teams to resolution with clarity and authority
• End‑to‑end ownership mindset – Takes full accountability for incident lifecycle, ensuring speed, accuracy, and quality outcomes
• Strong decision‑making under pressure – Rapidly prioritizes and escalates based on business impact without reliance on consensus
• Data‑driven and structured approach – Applies disciplined frameworks, tracks KPIs, and continuously improves processes
• Effective communicator – Clearly translates technical issues for diverse audiences, including senior leadership
• Collaborative and influential – Engages cross‑functional teams and vendors, holding stakeholders accountable to commitments
• Continuous improvement focus – Identifies patterns, drives root cause resolution, and strengthens operational resilience

What you’ll love

• Exposure to global enterprise environments and mission‑critical operations
• Opportunity to lead high‑impact incident response and drive real‑time business continuity
• Work within a collaborative, high‑performance operations culture
• Access to continuous learning, certifications, and career growth opportunities

Need to know

• Bilingual environment (Spanish & English)
• Hands‑on role requiring availability for major incident response
• Experience with tools such as ServiceNow and operational dashboards preferred

Job Description

Job Description - Grade Specific

Is 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 Capgemini

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 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.