We work in a hybrid model! Recruitment process for this position and onboarding trainings are conducted online.

At Capgemini, we're proud to be a global leader in working with companies to transform and manage their business by harnessing the power of technology. We are guided everyday by the purpose of unleashing human energy through technology for an inclusive and sustainable future.

We are a responsible and diverse organization, with a strong 55-year heritage and deep industry expertise. We are trusted by our clients to address the entire breadth of their business needs — from strategy and design to operations. Our actions are fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

About the role:

The role of Major Incident Manager falls within the Service Management Group.This role will have the responsibility of managing the Capgemini Major Incident Management process and therefore will work closely with Incident Management, Problem Management, Change Management, Capgemini Tower Management and Leads, SDMs, Service Desks and at times directly with the Customer. The role requires an assertive person who has experience in dealing with challenging and complex customer issues and who is mature in business acumen. The successful candidate will be an excellent communicator, able to negotiate, plan and communicate major incident activities. You will use your influencing skills to ensure that resolutions are agreed and achieved swiftly and efficiently. This role requires an experience in dealing with challenging and difficult customer issues as well as the ability to deflate these types of situations without leadership escalation.

Your future tasks:

• Management and delivery of Major Incident Management

• Coordination, planning, escalation, communication and resourcing during Major Incidents

• Production and maintenance of the Major Incident communication

• Monitor and escalate status as needed for Priority 1 and 2 outage tickets

• Provide non-technical administrative support for Major Incident Response Teams (MIRTs)

• Ensure timely provision of agreed regular reports and documents

• Participation in Major Incident reviews

Our Requirements:

• Knowledge of French and English at least B2

• Ability to rapidly assimilate and process complex information streams and adapt according to rapidly changing circumstances

• Ability to influence the tasks needed to resolve high priority incidents

• Knowledge and utilization of ITSM, SNOW and other CapGemini tools used to

• Detailed ITIL awareness, ITIL Certification would be an advantage

• Excellent English communication skills, both written and verbal

• Ability to facilitate and coordinate technical Major Incident Restoration Team Meetings

• Ability to manage, track and coordinate Major Incident recovery activities across multiple support client data

• Ability to manage and collaborate with virtual teams

• Knowledge of Problem Management, Incident, Management, and Change Management

• Flexibility to work in shifts (24x5)

What have we prepared for you?

A lot of benefits:

• Private medical care and life insurance with ability to buy additional packages (e.g., dental care, senior care, oncology) on preferential terms.
• Access to Capgemini Helpline with possibility to chat with therapists.
• Bonuses for recommending your friends to Capgemini.
• Access to Inspiro app with rich audiobooks database
• Access to our NAIS benefit platform (40+ options available: Netflix, SpotifyMultisport, cinema tickets, etc.)

Personal and professional development:

• 70+ training tracks with certification opportunities (e.g. MS Azure, AWS, Google) on our NEXT training platform.
• Platform with free access to Pluralsight, TED TalksCoursera materials and trainings.
• Free access to Udemy Business account with ability to use during and outside working hours.
• Transparent performance management policy.

Our legendary atmosphere:

We value teamwork and good relationships. We work together, drink coffee together, and form friendships both inside and outside of work.

• No official dress-code.
• Various communities: OUTfront, Women@Capgemini, Foreigners Community, and more.
• Day off for volunteering
• Ability to implement world-changing initiatives thanks to our Grant Program
• The award of "Top Employer Poland 2024" and "Top Employer Europe 2024" - proof of our commitment to creating an exceptional work environment and caring for the development of our employees.

Who are we?

Being one of us means constant development among other great people. It's a team who you want to spend time with, during and after work. Trainings and initiatives make your daily tasks more interesting, fun, and unique.

One of Capgemini Poland’s business unit is Cloud Infrastructure Services (CIS) – all the teams inside have a variety of scopes.

Our employees say that in CIS they are surrounded by awesome teammates who are ready to help you professionally or just to drink a coffee with. You can count on your managers, willing to support you and share their expertise with you.

It's time to #Get the Future You Want!

Your life is in your hands, and you have the opportunity to improve it, develop yourself, and simply — join us :)

Do you want to get to know us better? Watch this short video: Dołącz do nas w Capgemini! | Join us at Capgemini!

Do you have any additional questions about working at Capgemini? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on TikTok! — @capgeminipl.