Incident Manager

Role Overview: At Capgemini Engineering, a global leader in engineering services, you will play a crucial role as an Incident Manager. Your main responsibilities will include identifying the necessary trainings for the team, planning and coordinating day-to-day operations under incident management, managing communications during major incidents, assessing workload in the NOC, monitoring adherence to service level agreements, driving incident reviews, and establishing continuous service improvement cycles. Key Responsibilities: - Identify the trainings required for technical and process domains and implement corrective measures - Plan and coordinate activities for monitoring, performing, and reporting day-to-day operations under incident management - Manage communications during major incidents with customers and internal stakeholders - Assess workload in the NOC and plan resources accordingly in consultation with operations management - Monitor adherence to incident management service level agreement and implement corrective measures - Plan, schedule, and drive adherence to incident reviews by Tier 2 / Tier 3 engineers - Establish continuous service improvement cycles by reviewing processes, performance, activities, policies, procedures, technology, roles, and responsibilities, and applying corrective measures as needed Qualifications Required: - Strong background in incident management and operations - Excellent communication and coordination skills - Ability to assess workload and plan resources effectively - Experience in driving continuous service improvement cycles - Knowledge of service level agreements and ability to ensure adherence Company Details: Capgemini is a global business and technology transformation partner with a diverse team of 340,000 members in over 50 countries. With over 55 years of experience, Capgemini is trusted by clients to deliver end-to-end services and solutions using cutting-edge technologies such as AI, generative AI, cloud, and data. They are committed to helping organizations accelerate their transition to a digital and sustainable world while creating tangible impact for enterprises and society.,