Major Incident Manager (with German)

Capgemini is a global business transformation partner specializing in AI, cloud, and data. It has over 410,000 team members in more than 50 countries and reported revenues of €22.5 billion in 2025.

• Proven experience in Major Incident Management, Incident Management, or Service Operations.
• Strong understanding of incident management frameworks (ITIL, NIST, ISO 27001).
• Experience coordinating technical teams during critical incidents.
• Excellent communication and stakeholder management skills.
• Strong leadership, decision-making, and facilitation under pressure.
• Analytical mindset with problem-solving skills.
• Experience with ITSM and incident management tools (e.g., ServiceNow).
• Ability to coordinate multiple teams and priorities.
• Preferred ITIL Certification (Foundation or higher).
• Bachelor's degree in related field is an advantage.
• Fluent English and German (minimum C1 level).

Nice to have:

• Experience in global service delivery environments.
• Knowledge of Problem Management and Change Management processes.
• Experience in post-incident reviews and service improvements.
• Familiarity with cybersecurity incident response practices.

• Identify, assess, and classify major incidents requiring immediate escalation.
• Lead and facilitate Major Incident bridge calls for effective team collaboration.
• Coordinate incident response activities and allocate resources for service restoration.
• Manage communication with technical teams, senior management, customers, and stakeholders.
• Monitor incident resolution progress ensuring timely recovery.
• Maintain accurate documentation of incidents including timelines and actions.
• Ensure adherence to incident management processes and standards.
• Conduct post-incident reviews and support root cause analysis.
• Identify process improvement opportunities and drive continuous enhancement.
• Deliver training and awareness sessions to strengthen incident response capabilities.