Choosing Capgemini means choosing a company where you will be empowered to shape your career, supported by a collaborative global community, and able to help leading organizations unlock the value of technology while building a more sustainable and inclusive world.
Your Role
As an Incident Manager at Capgemini, you will take full command of critical IT incidents within the Technology Operations Center (TOC), leading the end-to-end incident lifecycle from detection through resolution and post-incident review. This hands-on leadership role involves owning major incident bridge calls, driving technical and vendor teams toward rapid resolution, and ensuring clear, timely communication with technical stakeholders and executive audiences.
Responsibilities & Scope
- Lead and command major incident bridge calls, ensuring alignment, clear ownership, and rapid progress toward resolution.
- Apply a structured incident management framework, including prioritization, role definition, escalation, and time-boxed action tracking.
- Identify, triage, prioritize, and classify P1 and P2 incidents based on business impact and urgency.
- Own and maintain incident records in ServiceNow, ensuring accurate timelines, actions, and resolution documentation.
- Coordinate infrastructure, application, network, and cloud teams to ensure accountability and effectiveness.
- Manage vendor performance during incidents, enforcing SLA compliance and escalating when required.
- Deliver clear, concise communication to stakeholders and translate technical issues into business impact.
- Provide executive-level updates during high-severity incidents.
- Drive post-incident reviews, including root cause analysis and actionable improvements.
- Identify recurring issues and partner with technical teams on permanent fixes and continuous improvement.
- Monitor and report on incident KPIs and SLAs, highlighting trends and risks.
- Contribute to runbooks, escalation paths, and response playbooks.
- Act as an escalation point for TOC teams and mentor junior team members.
Your Profile
- Command-oriented leadership in high-pressure incident situations.
- End-to-end ownership of the incident lifecycle.
- Strong decision-making under pressure.
- Data-driven and structured approach to processes and KPIs.
- Effective communication with technical teams and senior leadership.
- Collaborative and influential approach with cross-functional teams and vendors.
- Focus on continuous improvement, root cause resolution, and operational resilience.
What You’ll Love
- Exposure to global enterprise environments and mission-critical operations.
- Opportunity to lead high-impact incident response and support real-time business continuity.
- Collaborative, high-performance operations culture.
- Access to continuous learning, certifications, and career growth opportunities.
Need to Know
- Bilingual environment in Spanish and English.
- Hands-on role requiring availability for major incident response.
- Experience with ServiceNow and operational dashboards preferred.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage and more than 420,000 team members in over 50 countries. Capgemini Mexico is committed to a diverse and inclusive work environment.