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