Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
**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.
**Responsibilities & Scope**
- Lead and command **major incident bridge calls**, ensuring alignment, clear ownership, and rapid progress toward resolution- Independently **identify, triage, prioritize, and classify incidents** (P1/P2) based on business impact and urgency
- Own and maintain **incident records in ServiceNow**, ensuring accurate timelines, actions, and resolution documentation- Manage **vendor performance during incidents**, enforcing SLA compliance and escalating when required
- Deliver **clear, concise communication** to stakeholders, translating technical issues into business impact
- Provide **executive-level updates** during high-severity incidents with appropriate level of detail
- Drive **post-incident reviews (PIRs)**, ensuring root cause analysis and actionable improvements
- Identify recurring issues and partner with technical teams on **permanent fixes and continuous improvement initiatives**
- Monitor and report on **incident KPIs and SLAs**, proactively highlighting trends and risks
- Contribute to the enhancement of **runbooks, escalation paths, and response playbooks**
- Act as an escalation point for TOC teams and **mentor junior team members** in incident management practices
**Your Profile**




- **Command-oriented leadership** - Confidently leads high-pressure incident situations, driving teams to resolution with clarity and authority
- **End-to-end ownership mindset** - Takes full accountability for incident lifecycle, ensuring speed, accuracy, and quality outcomes
- **Strong decision-making under pressure** - Rapidly prioritizes and escalates based on business impact without reliance on consensus
- **Data-driven and structured approach** - Applies disciplined frameworks, tracks KPIs, and continuously improves processes
- **Effective communicator** - Clearly translates technical issues for diverse audiences, including senior leadership
- **Collaborative and influential** - Engages cross-functional teams and vendors, holding stakeholders accountable to commitments
- **Continuous improvement focus** - Identifies patterns, drives root cause resolution, and strengthens operational resilience
**What you’ll love**
- Exposure to **integral enterprise environments** and mission-critical operations
- Opportunity to **lead high-impact incident response** and drive real-time business continuity
- Work within a **collaborative, high-performance operations culture**
- Access to continuous learning, certifications, and career growth opportunities
**Need to know**
- Bilingual environment (Spanish & English)
- Hands-on role requiring availability for **major incident response**
- Experience with tools such as **ServiceNow** and operational dashboards preferred
**About Capgemini**
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. With more than 340,000 team members in over 50 countries, Capgemini delivers end-to-end services from strategy and design to engineering, leveraging capabilities in AI, cloud, and data combined with deep industry expertise.

📌 Incident Manager /it Operations (Aguascalientes)
🏢 Capgemini
📍 Aguascalientes