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Your Role

As an Incident Manager at Capgemini, you will take full command of critical IT incidents within the Technology Operations Center (TOC), leading the end-to-end incident lifecycle from detection through resolution and post-incident review.

This is a hands-on leadership role, where you will own major incident bridge calls, drive technical and vendor teams toward rapid resolution, and ensure clear, timely communication with both technical stakeholders and executive audiences. You will act as the central decision-maker under pressure, applying structured incident management practices while maintaining control, clarity, and focus throughout the process.

Responsibilities & Scope





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Lead and command major incident bridge calls, ensuring alignment, clear ownership, and rapid progress toward resolution

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Apply a structured incident management framework, including prioritization, role definition, escalation, and time-boxed action tracking

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Independently identify, triage, prioritize, and classify incidents (P1/P2) based on business impact and urgency

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Own and maintain incident records in ServiceNow, ensuring accurate timelines, actions, and resolution documentation

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Coordinate multi-disciplinary teams (infrastructure, application, network, cloud) to ensure accountability and effectiveness

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Manage vendor performance during incidents, enforcing SLA compliance and escalating when required

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Deliver clear, concise communication to stakeholders, translating technical issues into business impact

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Provide executive-level updates during high-severity incidents wi

📌 Incident Manager (Aguascalientes)
🏢 Capgemini
📍 Aguascalientes