Impactful Major Incident Leader

Capgemini; Katowice; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Medical care (Medicover)

Private life insurance

Sports card

Capgemini Helpline for wellbeing

Training tracks on NEXT platform

Job summary

Capgemini in Katowice seeks a Major Incident Manager to lead end-to-end management of critical incidents impacting business operations. You will coordinate technical teams, manage stakeholder communications, drive service restoration, and champion continuous improvement across major incidents.

You will collaborate with IT, Service Operations, and senior leadership, conduct post-incident reviews, and deliver training to strengthen incident response capabilities.

Qualifications

• Proven experience in Major Incident Management, Incident Management, Service Operations, or a similar role.
• Strong understanding of incident management frameworks and best practices (ITIL, NIST, ISO 27001).
• Experience coordinating technical teams during critical incidents and crisis situations.
• Excellent communication and stakeholder management skills, with ability to engage at all organizational levels.
• Strong leadership, decision-making, and facilitation skills in high-pressure environments.
• Fluent English and German language skills (C1 level) are mandatory.

Responsibilities

• Identify, assess, and classify major incidents requiring immediate attention and escalation.
• Lead and facilitate Major Incident bridge calls, ensuring effective collaboration among all involved teams.
• Coordinate incident response activities and allocate necessary resources to support service restoration.
• Manage communication with technical teams, senior management, customers, and other stakeholders.
• Monitor incident resolution progress and ensure timely completion of recovery activities.
• Maintain accurate documentation of major incidents, including timelines, actions taken, and outcomes.
• Ensure adherence to incident management processes, standards, and best practices.
• Conduct post-incident reviews and support root cause analysis activities; identify opportunities for process improvements.
• Deliver training and awareness sessions to strengthen major incident response capabilities across teams.

Skills

Major Incident Management

Incident Management

Service Operations

Stakeholder management

Leadership

Problem solving

ITIL/NIST/ISO27001

ITSM tools (ServiceNow)

Education

Bachelor's degree in Information Technology/Related field

Tools

ServiceNow

Job description

Capgemini in Katowice seeks a Major Incident Manager to lead end-to-end management of critical incidents impacting business operations. You will coordinate technical teams, manage stakeholder communications, drive service restoration, and champion continuous improvement across major incidents.

You will collaborate with IT, Service Operations, and senior leadership, conduct post-incident reviews, and deliver training to strengthen incident response capabilities.