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

📌 Incident Manager (Aguascalientes)
🏢 Capgemini
📍 Aguascalientes