Incident Manager (with German)

Capgemini is a global business transformation partner with expertise in AI, cloud, and data, employing over 410,000 people in more than 50 countries. The company focuses on enabling organizations to build sustainable and intelligent futures through technology and human ingenuity, with nearly 60 years of experience and reported 2025 revenues of 22.5 billion.

• Experience in Incident Management, Service Management, IT Operations, or similar environments.
• Strong understanding of ITIL principles and IT Service Management processes, with knowledge of Continual Service Improvement practices.
• Excellent practical experience working with ServiceNow.
• Confident in working with incident metrics, SLA management, ticket backlog analysis, service reporting, dashboards, and performance reviews.
• Strong analytical, problem-solving, organizational, and coordination skills with ability to manage multiple priorities.
• Professional communication skills and ability to build strong relationships with stakeholders across international and distributed teams.
• Experience working in enterprise or managed services environments and collaborating with German customers or within DACH projects.
• Fluency in German (B2/C1) and English (B2/C1); ITIL Foundation certification is an advantage.

• Monitor the operational health of IT services and proactively identify risks impacting service delivery.
• Coordinate end-to-end incident resolution across resolver groups, suppliers, customer teams, and support functions.
• Ensure incidents are managed and resolved within agreed SLAs, driving escalations when necessary.
• Monitor incident queues, ticket backlogs, aged incidents, reassignment rates, and process compliance.
• Analyze incident trends, recurring issues, and service risks to support Continual Service Improvement (CSI) initiatives.
• Maintain accurate and timely incident documentation in ServiceNow and perform quality reviews of incident records.
• Collaborate closely with Service Desk, Operations Leads, Service Delivery Managers, Problem Managers, and stakeholders for effective service management.
• Prepare operational reports, KPI analyses, management summaries, and customer-facing service reviews aligned with ITIL best practices.