German-Speaking Major Incident Manager (24/7)

Capgemini; Województwo śląskie; On-site; PLN 180,000 - 240,000; Full time

Job summary

Capgemini Poland seeks a Major Incident Manager to lead end-to-end handling of critical incidents, coordinating technical teams and driving service restoration in a 24/7 shift-based role across multiple locations in Poland.

You will manage bridge calls, communicate with customers and stakeholders, ensure accurate incident documentation, and contribute to post-incident reviews to strengthen resilience and adherence to best practices.

Qualifications

• Proven experience in Major Incident/Incident Management or related service operations.
• Strong knowledge of incident frameworks including ITIL, NIST, ISO 27001.
• Experience coordinating cross-functional technical teams during critical incidents.

Responsibilities

• Identify, assess, and prioritize major incidents requiring immediate attention and escalation.
• Lead Major Incident bridge calls ensuring effective collaboration across teams.
• Coordinate incident response activities to drive timely service restoration.
• Manage communications with technical teams, customers, and senior management throughout the lifecycle.
• Monitor recovery progress and ensure completion of restoration activities.
• Maintain incident timelines and post-incident documentation.
• Ensure compliance with incident management processes and industry best practices.
• Conduct post-incident reviews and drive process improvements.

Skills

ITIL

Incident Mgmt

Leadership

Stakeholder mgmt

Communication

Decision making

Education

Degree in IT / Business Continuity / Emergency Mgmt

Tools

ServiceNow

ITSM

Job description

Capgemini Poland seeks a Major Incident Manager to lead end-to-end handling of critical incidents, coordinating technical teams and driving service restoration in a 24/7 shift-based role across multiple locations in Poland.

You will manage bridge calls, communicate with customers and stakeholders, ensure accurate incident documentation, and contribute to post-incident reviews to strengthen resilience and adherence to best practices.