Senior Team Lead - Major Incident Management

Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage. It has over 420,000 team members across more than 50 countries, delivering end-to-end services and solutions with deep industry expertise across strategy, technology, design, engineering, and business operations.

• Minimum of 24 months of experience within Capgemini.
• Knowledge of Labour Law and Capgemini HR procedures.
• Strong people management and team leadership skills.
• Ability to organize and prioritize own work and team's activities managing deadlines, KPIs, and changing priorities.
• Effective and focused under pressure and while handling escalations.
• Excellent communication and interpersonal skills to build positive relationships with colleagues, stakeholders, and clients.
• Collaborative team player capable of coordinating with diverse stakeholders and maintaining client partnerships.
• Enthusiastic, proactive, and confident can-do attitude focused on continuous improvement and service excellence.

• Lead day-to-day team management including planning, workload coordination, and performance management.
• Proactively manage team performance and delivery outcomes, driving achievement of SLA targets and implementing improvements.
• Act as first point of escalation for service and delivery-related issues.
• Monitor, manage, resolve, and escalate operational problems to ensure service continuity.
• Ensure quality and effectiveness of the Major Incident Management (MIM) service.
• Build and maintain strong working relationships with clients and key stakeholders.
• Coach, mentor, train, and develop team members through one-to-one sessions and ongoing support.
• Support planning and implementation of service changes while promoting continuous improvement and motivating the team to deliver excellent client service.