Major Incident Manager
About The Position
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.Job DescriptionJob Title: Major Incident Manager Location: New York, NY Travel: Will be required to work on site in office Job Description Perform end-to-end Major Incident Management for complex, integrated e-commerce and retail systems by conducting rapid impact analysis, coordinating cross-functional technical teams, and restoring critical services through systematic troubleshooting and technical leadership.Govern the enterprise-wide IT Service Management operations including Problem, Change, Knowledge, Risk, and Configuration Management under ITIL and Agile frameworks, ensuring service continuity, SLA adherence, and governance across global business units. Also work with Service NOW team to design and implement the processes in the tool as per the business needs.Develop and govern Change Advisory Board (CAB) procedures, evaluate technical, operational, and risk impacts of proposed changes, validate change plans, and ensure alignment with enterprise compliance and availability requirements.Perform technical and functional communication with business, technical, infrastructure, and vendor teams, presenting incident timelines, RCA findings, cloud migration updates, architectural decisions, and service improvement plans to senior leadership.
Requirements
- Excellent written and verbal communication, presentation, and collaboration skills.
- Team leadership skills.
Nice To Haves
- Knowledge of ServiceNow and its integration.
Responsibilities
- Perform end-to-end Major Incident Management for complex, integrated e-commerce and retail systems by conducting rapid impact analysis, coordinating cross-functional technical teams, and restoring critical services through systematic troubleshooting and technical leadership.
- Govern the enterprise-wide IT Service Management operations including Problem, Change, Knowledge, Risk, and Configuration Management under ITIL and Agile frameworks, ensuring service continuity, SLA adherence, and governance across global business units. Also work with Service NOW team to design and implement the processes in the tool as per the business needs.
- Develop and govern Change Advisory Board (CAB) procedures, evaluate technical, operational, and risk impacts of proposed changes, validate change plans, and ensure alignment with enterprise compliance and availability requirements.
- Perform technical and functional communication with business, technical, infrastructure, and vendor teams, presenting incident timelines, RCA findings, cloud migration updates, architectural decisions, and service improvement plans to senior leadership.
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
