Incident Coordinator (English Speaking)

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. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Role Description:

We're looking for a passionate and experienced Incident Coordinator (English Speaking) to join our vibrant team! As the Incident Coordinator, you will be responsible for managing and coordinating incident resolution activities, ensuring timely restoration of services, minimizing business impact, and maintaining effective communication with stakeholders throughout the incident lifecycle.

Responsibilities:

• Coordinate and manage incidents across IT and business teams to ensure timely resolution.
• Act as the primary point of contact during major incidents and drive resolution efforts.
• Monitor incident queues and prioritize tickets based on impact and urgency.
• Facilitate incident bridge calls and ensure clear communication among technical teams and stakeholders.
• Ensure proper incident documentation, tracking, and updates in ITSM tools.
• Perform incident trend analysis and contribute to continuous service improvement initiatives.
• Escalate critical issues to relevant stakeholders and management as required.
• Support post-incident reviews and root cause analysis (RCA) to prevent recurrence.

Experience & Qualification:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (preferred).
• Minimum 2-5 years of experience in IT Service Management, Incident Management, or Service Desk operations.
• Proven experience in managing major incidents and coordinating cross-functional teams.
• In-depth understanding of ITIL framework and incident management processes.
• Excellent communication, interpersonal, and problem-solving skills.
• Fluency in written and spoken English.
• Strong analytical and reporting skills.
• Proficiency in ITSM tools, including ServiceNow, BMC Remedy, or similar platforms.