Incident Manager
Capgemini
IT Consulting
Dublin, Tipperary - Irland
Manager / Team Leader
Experteer Overview
In this role you will proactively manage IT incidents within the Cloud Infrastructure Services team to minimize business impact. You’ll collaborate with Problem, Change, Service Desk and Delivery teams, driving swift restoration and continuous service improvement. You’ll lead incident governance, reporting, and major incident processes while ensuring process conformance and KPI tracking. This position suits a hands-on, cross-functional communicator who helps teams prevent incidents and learn from outages. Join a culture that values continuous learning and ethical, inclusive collaboration.
Pay / Benefits
- continuous learning and personal growth
- career development
- diversity and inclusion
- ethical standards in practice
- collaborative, cross-functional environment
Responsibilites
- Monitor and manage incidents and service requests across internal and external teams
- Liaise with Problem Management to expedite resolution and root cause analysis
- Escalate unresolved incidents and monitor SLA compliance
- Facilitate major incident bridges and post-resolution review meetings
- Lead daily and weekly incident status calls and provide incident reports
- Identify and drive service improvement opportunities
- Review incident tickets for data accuracy and process adherence
- Track and escalate KPIs including SLA breaches, idle incidents, re-opened tickets, and excessive reassignments
Key requirements
- Strong understanding of IT systems, integration and architecture concepts
- Proven ability to manage virtual teams and work cross-functionally
- Excellent communication and facilitation skills, with experience hosting incident management meetings
- Familiarity with service management frameworks and regulatory standards (e.g., SAS70, SOX, FDA)
- Experience with both reactive and proactive problem management techniques
- Mentoring, training development and stakeholder engagement
- Strong analytical and problem-solving abilities with a focus on continuous improvement
- ITIL Foundation certification
- ITIL Practitioner or Intermediate (desirable)
Description
In this role you will proactively manage IT incidents within the Cloud Infrastructure Services team to minimize business impact. You’ll coll…
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