Senior Major Incident Consultant (with French)

Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage, over 420,000 team members in more than 50 countries, delivering end-to-end services and solutions across strategy, technology, design, engineering, and business operations. The Group reported 2025 global revenues of €22.5 billion.

• Fluent in French and English (written and spoken).
• Excellent communication, negotiation, and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Knowledge of ServiceNow or similar ITSM tools.
• Strong knowledge of ITIL framework (ITIL certification preferred).

Nice to have:

• Familiarity with infrastructure, applications, and cloud environments.
• Additional certifications (e.g., ITIL Expert, PMP).

• Leading and coordinating the resolution of major incidents, ensuring adherence to SLAs and minimizing downtime.
• Monitoring and escalating status as needed for Priority 1 and 2 outage tickets.
• Acting as the primary point of contact during critical incidents, providing clear and timely updates to stakeholders.
• Preparing effective communication in French and English with internal teams, vendors, and customers.
• Preparing and delivering incident reports, root cause analysis, and post-incident reviews.
• Ensuring compliance with ITIL best practices for Incident and Problem Management.
• Identifying opportunities for process improvement and contributing to service stability initiatives.
• Supporting junior team members and sharing best practices.
• Driving collaboration across technical and business teams during high-pressure situations.
• Ensuring timely provision of agreed regular reports and documents.
• Participating in Major Incident reviews.

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. Individuals are evaluated based on qualifications and performance, not personal characteristics.