Major Incident Manager (with German)

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

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

The Major Incident Manager is responsible for leading the end-to-end management of critical incidents that have a significant impact on business operations and customer services. You will coordinate technical teams, manage stakeholder communication, drive service restoration activities, and ensure incidents are handled in a structured and efficient manner. Acting as the central point of coordination during high-priority situations, you will facilitate collaboration across multiple support teams, provide clear communication to stakeholders, and lead continuous improvement initiatives based on lessons learned from major incidents.

Your Tasks

• 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 and drive continuous enhancement of incident management practices.
• Deliver training and awareness sessions to strengthen major incident response capabilities across teams.

Your Profile

• 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 the ability to engage at all organizational levels.
• Strong leadership, decision-making, and facilitation skills in high-pressure environments.
• Analytical mindset with strong problem-solving capabilities.
• Experience working with ITSM and incident management tools (e.g., ServiceNow).
• Ability to coordinate multiple teams and priorities simultaneously.
• ITIL Certification (Foundation or higher) is preferred.
• Bachelor's degree in Information Technology, Business Continuity, Emergency Management, or a related field is an advantage.
• Fluent English and German language skills (minimum C1 level) are mandatory.

NICE TO HAVE

• Knowledge of Problem Management and Change Management processes.
• Experience conducting post-incident reviews and driving service improvement initiatives.
• Familiarity with cybersecurity incident response practices.

What You’ll love about working here

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.