Senior Incident Manager, ITIL & ServiceNow (DACH)

Capgemini; Katowice; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Medical care with Medicover

Private life insurance

Sports card

Capgemini Helpline therapeutic support

Let's talk about wellbeing podcast

NEXT platform training tracks

GetSuccess performance management

Hybrid working model

Job summary

Capgemini is seeking an experienced Incident Manager to join our German-speaking client operations in Katowice. You will coordinate end-to-end incident resolution across multiple teams, drive service restoration within SLAs, and contribute to CSI initiatives to ensure high availability of IT services.

You will work with Service Desk, Operations Leads, and Problem Managers in a blended office/remote setup and leverage ITIL practices and ServiceNow to produce reports, monitor KPIs, and maintain

Qualifications

• Experience in Incident Management or IT operations.
• Strong ITIL knowledge and Continual Service Improvement experience.
• Proven ability to analyze incident metrics and generate reports.

Responsibilities

• Monitor operational health of IT services and identify risks.
• Coordinate end-to-end incident resolution across teams and providers.
• Ensure incidents meet SLAs and manage escalations.
• Maintain incident records in ServiceNow and perform quality reviews.
• Prepare KPI analyses and customer-facing service reviews.

Skills

Incident Management

ITIL principles

ServiceNow

SLA management

Stakeholder management

German language

English language

Analytical skills

Tools

ServiceNow

Job description

Capgemini is seeking an experienced Incident Manager to join our German-speaking client operations in Katowice. You will coordinate end-to-end incident resolution across multiple teams, drive service restoration within SLAs, and contribute to CSI initiatives to ensure high availability of IT services.

You will work with Service Desk, Operations Leads, and Problem Managers in a blended office/remote setup and leverage ITIL practices and ServiceNow to produce reports, monitor KPIs, and maintain