Lead Incident Commander, Tech Operations

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

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