Major Incident Lead

Capgemini; Katowice; Hybrid; PLN 150,000 - 230,000; Full time

Benefits offered by this job

Medical care (Medicover)

Private life insurance

Sports card

Capgemini Helpline for wellbeing

Job summary

Capgemini Polska is seeking a Major Incident Manager to lead end-to-end management of critical incidents that affect business operations. You will coordinate technical teams, manage stakeholder communication, drive service restoration, and ensure structured handling during high-priority events.

Ideal candidates have ITIL/NIST/ISO 27001 experience, ITSM tools (ServiceNow), fluent English and German (C1), and strong leadership to operate in a hybrid work model.

Qualifications

• Experience in Major Incident Management or similar
• Knowledge of incident management frameworks (ITIL, NIST, ISO 27001)
• Experience coordinating technical teams during critical incidents

Responsibilities

• Identify and classify major incidents
• Lead Major Incident bridge calls and coordinate response
• Manage incident communications with stakeholders
• Oversee recovery activities and timelines
• Document incidents and post-incident reviews
• Drive continuous improvement of incident practices
• Deliver training to strengthen incident response capabilities

Skills

ITIL

Incident Management

ServiceNow

Stakeholder Management

Leadership

Crisis Management

Education

Bachelor's degree in IT/related field

Tools

ServiceNow

Incident Management Tools

Job description

Capgemini Polska is seeking a Major Incident Manager to lead end-to-end management of critical incidents that affect business operations. You will coordinate technical teams, manage stakeholder communication, drive service restoration, and ensure structured handling during high-priority events.

Ideal candidates have ITIL/NIST/ISO 27001 experience, ITSM tools (ServiceNow), fluent English and German (C1), and strong leadership to operate in a hybrid work model.