Incident Manager (French)

Capgemini is a global business transformation partner with expertise in AI, technology, engineering, and intelligent operations. The company operates in over 50 countries with more than 410,000 employees, focusing on helping organizations achieve measurable business outcomes through technology and innovation.

• Proven experience in Incident Management, Service Operations, IT Operations, or Service Delivery.
• Experience managing Major Incidents in complex enterprise environments.
• Strong understanding of ITIL Incident and Major Incident Management processes.
• Experience coordinating cross-functional technical teams.
• Excellent organizational and prioritization skills.
• Strong verbal and written communication skills in French.
• Ability to remain calm and effective under pressure.

• Own and manage the full lifecycle of Major Incidents through service restoration.
• Assess incident severity, business impact, and required response levels.
• Determine and initiate escalation to Major Incident, Mobilization, or Crisis Management.
• Lead incident bridges and coordinate cross-functional technical teams.
• Mobilize internal, external, and vendor resources to support resolution efforts.
• Provide clear and timely communication to stakeholders, customers, and senior leadership.
• Coordinate activities across L1/L2/L3 support teams, infrastructure, application teams, and third parties.
• Validate resolutions, confirm service recovery, and prepare incident reports.