Incident Manager - Relaunch

Position: Incident Manager - Relaunch@Capgemini
# Incident Manager - Relaunch@Capgemini Inverness, Manchester Apply for this job
* Fixed Term Contract
* Experienced Professionals
* Cloud Infrastructure Management* -##
** Relaunch@Capgemini
** Have you taken a career break of 18 months or more? Whether it was for family, health, travel, or something else entirely — we understand that returning to work can feel daunting. That’s why we created Relaunch@Capgemini, a supportive
** 6-month programme
** designed to help you rebuild confidence, refresh your skills, and ease your transition back into the workplace..We’re not looking for perfection — we’re looking for potential. You don’t need to meet every requirement listed — if you have relevant experience and a willingness to learn, we encourage you to apply..Our programme will run 26 October 2026 – 23 April 2027 so you will need to be available for work over this time period.##

** About the role you’re considering
** We have a great opportunity to join Capgemini’s dedicated Service Management team as an Incident Manager, working with a growing portfolio of high-profile clients. The Incident Manager oversees the resolution of incidents, manages documentation, and facilitates communication. The primary goal is to swiftly restore services and minimize disruptions to business operations. Team members collaborate cross various ITIL towers, including Change, Problem, and Service Desk..
** Hybrid working:
** The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time..##
** Your role
** Our Incident Managers can be expected to engage with the following responsibilities and activities:
* Monitoring and managing the progress of incidents and service requests of internal teams and external teams as required
* Liaison with Problem Management team as required to expedite resolution of incidents
* Monitor resolver queues and escalate when incidents are not being resolved within service levels
* Provide incident reporting as needed
* Identify service improvement opportunities
* Managing virtual teams to deliver Incident Management process and working cross functionally
* Experience in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts
* Hosting and facilitating of Incident Management meetings
* Develop further understanding of cross systems interrelations in context of the global business process
* Build upon an existing understanding of Service Management Framework.  You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.##
** Your skills and experience
** We understand that returning to work after time away from the industry can feel challenging, and you may not be familiar with every tool or technique listed. That’s absolutely fine — we’re here to support your development and help you build confidence as you re-enter the workplace..We’re looking for individuals who have experience working as an analyst in a Service Centre environment, with good PC skills - including working knowledge of Service Now, Outlook, Word and Excel.

You will also have:
* A strong soft skillset such as good management and communication skills, both written and verbal
* Sound organisational skills and the ability to work to tight deadlines under pressure
* Flexibility with the ability to multitask and take on additional roles when required - a must##
** Your security clearance and pre-employment checks
** If you are successfully offered this position, you will go through a series of pre-employment checks, including:  identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance,…