{"id":2050465,"url":"https://alion.io/job/capgemini-incident-manager-3","title":"Incident Manager","company":{"id":145,"name":"Capgemini","domain":"capgemini.com","url":"https://alion.io/company/capgemini","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":81,"open_postings":1720,"ghost_share":0,"stale_share":0.757,"repost_share":0.001,"time_to_fill_p50_days":27,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Aguascalientes, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-07T20:42:04Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-11T01:27:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nYour Role\nAs 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.\nThis 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.\nResponsibilities & Scope\nLead and command major incident bridge calls, ensuring alignment, clear ownership, and rapid progress toward resolution\nApply a structured incident management framework, including prioritization, role definition, escalation, and time-boxed action tracking\nIndependently identify, triage, prioritize, and classify incidents (P1/P2) based on business impact and urgency\nOwn and maintain incident records in ServiceNow, ensuring accurate timelines, actions, and resolution documentation\nCoordinate multi-disciplinary teams (infrastructure, application, network, cloud) to ensure accountability and effectiveness\nManage vendor performance during incidents, enforcing SLA compliance and escalating when required\nDeliver clear, concise communication to stakeholders, translating technical issues into business impact\nProvide executive-level updates during high-severity incidents with appropriate level of detail\nDrive post-incident reviews (PIRs), ensuring root cause analysis and actionable improvements\nIdentify recurring issues and partner with technical teams on permanent fixes and continuous improvement initiatives\nMonitor and report on incident KPIs and SLAs, proactively highlighting trends and risks\nContribute to the enhancement of runbooks, escalation paths, and response playbooks\nAct as an escalation point for TOC teams and mentor junior team members in incident management practices\nYour Profile\nCommand-oriented leadership - Confidently leads high-pressure incident situations, driving teams to resolution with clarity and authority\nEnd-to-end ownership mindset - Takes full accountability for incident lifecycle, ensuring speed, accuracy, and quality outcomes\nStrong decision-making under pressure - Rapidly prioritizes and escalates based on business impact without reliance on consensus\nData-driven and structured approach - Applies disciplined frameworks, tracks KPIs, and continuously improves processes\nEffective communicator - Clearly translates technical issues for diverse audiences, including senior leadership\nCollaborative and influential - Engages cross-functional teams and vendors, holding stakeholders accountable to commitments\nContinuous improvement focus - Identifies patterns, drives root cause resolution, and strengthens operational resilience\nWhat you’ll love\nExposure to global enterprise environments and mission-critical operations\nOpportunity to lead high-impact incident response and drive real-time business continuity\nWork within a collaborative, high-performance operations culture\nAccess to continuous learning, certifications, and career growth opportunities\nNeed to know\nBilingual environment (Spanish & English)\nHands-on role requiring availability for major incident response\nExperience with tools such as ServiceNow and operational dashboards preferred\nJob Description\nJob Description - Grade Specific\nIs fully competent in its own area and has a deep understanding of related programming concepts software design and software development principles. Works autonomously with minimal supervision. Able to act as a key contributor in a complex environment, lead the activities of a team for software design and software development. Acts proactively to understand internalorexternal client needs and offers advice even when not asked. Able to assess and adapt to project issues, formulate innovative solutions, work under pressure and drive team to succeed against its technical and commercial goals. Aware of profitability needs and may manage costs for specific projectorwork area. Explains difficult concepts to a variety of audiences to ensure meaning is understood. Motivates other team members and creates informal networks with key contacts outside own area.\nAbout Capgemini\nCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.\nAt Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. 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