Major Incident Manager with German

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

Do you thrive in challenging environments where decisive action and clear communication make a real difference? We are seeking a Major Incident Managerr who will play a key role in managing critical incidents, driving service restoration efforts, and supporting continuous improvement across incident management processes.

Location:

multiple location in Poland

Please note

that this is a 24/7 shift-based role.

Your Role

As a Major Incident Manager, you will lead the end-to-end management of critical incidents that impact business operations and customer services. You will act as the central point of coordination during high-priority situations, bringing together technical teams and stakeholders to drive service restoration, maintain clear communication, and ensure incidents are managed efficiently. Your work will also contribute to continuous improvement by helping strengthen incident management practices and organizational resilience.

Your Tasks

• Identify, assess, and prioritize major incidents requiring immediate attention and escalation.
• Lead and facilitate Major Incident bridge calls, ensuring effective collaboration across support teams.
• Coordinate incident response activities and resources to drive timely service restoration.
• Manage communication with technical teams, customers, senior management, and other stakeholders throughout the incident lifecycle.
• Monitor recovery progress and ensure the successful completion of resolution and restoration activities.
• Maintain accurate documentation, including incident timelines, actions taken, and outcomes.
• Ensure compliance with incident management processes, standards, and industry best practices.
• Conduct post-incident reviews, support root cause analysis, drive process improvements, and deliver awareness sessions to strengthen incident response capabilities.

Your Profile

• Proven experience in Major Incident Management, Incident Management, Service Operations, or a related role.
• Strong knowledge of incident management frameworks and best practices, including ITIL, NIST, and ISO 27001.
• Experience coordinating cross-functional technical teams during critical incidents and high-pressure situations.
• Excellent communication and stakeholder management skills, with the ability to engage effectively at all organizational levels.
• Strong leadership, facilitation, decision-making, and prioritization skills in fast-paced environments.
• Analytical mindset with strong problem-solving skills and a focus on continuous improvement.
• Hands-on experience with ITSM and incident management tools such as ServiceNow, as well as knowledge of Problem and Change Management processes.
• Fluent English and German (minimum C1), with ITIL certification, experience in global service delivery environments, familiarity with cybersecurity incident response, and a degree in Information Technology, Business Continuity, Emergency Management, or a related field considered an advantage.

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.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube.

About Capgemini

Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.