At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the worlds mostinnovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as theyprovide unique RD and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days arethe same.

What you''ll love about working here

Your Role

Incident Lifecycle Management (ERP Focus): Lead end-to-end management of critical incidents impacting ERP/MSD365 applications, ensuring minimal business disruption.
Resolution Coordination: Drive war rooms/bridge calls with ERP functional technical teams for faster issue resolution.
Client-Facing Communication: Act as the primary interface for clients, delivering clear, timely updates during major incidents.
Root Cause Continuous Improvement: Perform RCA, lead post-incident reviews, and implement preventive fixes for ERP systems.
Process Governance Reporting: Maintain incident metrics, dashboards, and enforce ITIL-aligned processes for ongoing improvements.

Your Profile

ERP Incident Management Expertise: Strong experience managing incidents in ERP environments (e.g., MSD365, SAP, Oracle)
ITIL Knowledge: Solid understanding of ITIL processesIncident, Problem, and Change Management.
Client-Facing Skills: Proven ability to interact with clients/stakeholders and manage communication during critical situations.
Analytical Problem-Solving: Expertise in RCA, trend analysis, and driving service improvements in ERP ecosystems.
Collaboration Tools: Experience working with cross-functional ERP teams and tools like ServiceNow for incident tracking and reporting.

Incident Manager

Job Description

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