Webex Incident Incident commander

Capgemini • Dallas, TX

7d • Hybrid

About The Position

We are seeking a Webex Incident Commander to lead real‑time incident management for Webex/Spark services. The role requires strong operational discipline, excellent communication skills, and the ability to manage high‑severity incidents through effective bridge handling and cross‑team coordination.

Requirements

• Strong hands‑on experience in Incident Management and Problem Management operations
• Excellent bridge handling and stakeholder communication skills
• Experience with ITSM tools (ServiceNow preferred)
• Basic working knowledge of Cloud Architecture, Kubernetes, VMware, Linux, and computer networking

Responsibilities

• Act as the Incident Commander for Webex/Spark services, leading Major Incident (IM) and Problem Management (PM) processes end‑to‑end.
• Own and manage incident bridges, ensuring timely engagement, clear communication, and structured resolution.
• Coordinate with engineering, platform, network, and external teams to restore services within defined SLAs.
• Provide clear verbal and written communication to stakeholders, including incident updates, status reports, and post‑incident summaries.
• Use ITSM tools (ServiceNow preferred) to log, track, and manage incidents and problem records.
• Perform initial technical triage using knowledge of Virtualization, Cloud, Kubernetes, VMware, Linux, and Networking.
• Drive root cause analysis (RCA) and ensure follow‑up actions are identified and tracked to closure.
• Participate in continuous improvement of incident management workflows and operational readiness.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed