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The role of Major Incident Manager falls within the Service Management Office team. This role will have the responsibility of managing the Capgemini Major Incident Management process and therefore will work closely with Incident Management, Problem Management, Change Management, Capgemini Tower Management and Leads, SDMs, Service Desks and at times directly with the Customer. The role requires an assertive person who has experience in dealing with challenging and complex customer issues and who is mature in business acumen. The successful candidate will be an excellent communicator, able to negotiate, plan and communicate major incident activities. You will use your influencing skills to ensure that resolutions are agreed and achieved swiftly and efficiently. This role requires an experience in dealing with challenging and difficult customer issues as well as the ability to deflate these types of situations without leadership escalation.
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.