Incident Manager (with German)

Technologies we use

About the project

Your responsibilities

• Monitor the operational health of IT services and proactively identify risks that may impact service delivery.
• Coordinate end-to-end incident resolution across resolver groups, suppliers, customer teams, and technical support functions.
• Ensure incidents are managed and resolved within agreed SLAs, driving escalations when required.
• Monitor incident queues, ticket backlogs, aged incidents, reassignment rates, and overall process compliance.
• Analyze incident trends, recurring issues, and service risks, supporting Continual Service Improvement (CSI) initiatives.
• Maintain accurate, complete, and timely incident documentation in ServiceNow and perform quality reviews of incident records.
• Collaborate closely with Service Desk, Operations Leads, Service Delivery Managers, Problem Managers, and other stakeholders to ensure effective service management.
• Prepare operational reports, KPI analyses, management summaries, and customer-facing service reviews while supporting process improvements aligned with ITIL best practices.

Our requirements

• You have experience in Incident Management, Service Management, IT Operations, or a similar environment.
• You have a strong understanding of ITIL principles and IT Service Management processes, with knowledge of Continual Service Improvement practices.
• You have excellent practical experience working with ServiceNow.
• You are confident working with incident metrics, SLA management, ticket backlog analysis, service reporting, dashboards, and performance reviews.
• You demonstrate strong analytical, problem-solving, organizational, and coordination skills, with the ability to manage multiple priorities effectively.
• You communicate professionally and build strong relationships with stakeholders across international and distributed teams.
• You have experience working in enterprise or managed services environments and collaborating with German customers or within DACH projects.
• You are fluent in German (B2/C1) and English (B2/C1); an ITIL Foundation certification is an advantage.

What we offer

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Benefits