Own and maintain incident records in ServiceNow, ensuring accurate timelines, actions, and resolution documentation
Coordinate multi-disciplinary teams (infrastructure, application, network, cloud) to ensure accountability and effectiveness
Manage vendor performance during incidents, enforcing SLA compliance and escalating when required
Deliver clear, concise communication to stakeholders, translating technical issues into business impact
Provide executive-level updates during high-severity incidents with appropriate level of detail
Drive post-incident reviews (PIRs), ensuring root cause analysis and actionable improvements
Identify recurring issues and partner with technical teams on permanent fixes and continuous improvement initiatives
Monitor and report on incident KPIs and SLAs, proactively highlighting trends and risks
Contribute to the enhancement of runbooks, escalation paths, and response playbooks
Act as an escalation point for TOC teams and mentor junior team members in incident management practices
Your Profile
Command-oriented leadership – Confidently leads high-pressure incident situations, driving teams to resolution with clarity and authority
End-to-end ownership mindset – Takes full accountability for incident lifecycle, ensuring speed, accuracy, and quality outcomes
Strong decision-making under pressure – Rapidly prioritizes and escalates based on business impact without reliance on consensus
Data-driven and structured approach – Applies disciplined frameworks, tracks KPIs, and continuously improves processes
Effective communicator – Clearly translates technical issues for diverse audiences, including senior leadership
Collaborative and influential – Engages cross-functional teams and vendors, holding stakeholders accountable to commitments
Continuous improvement focus – Identifies patterns, drives root cause resolution, and strengthens operational resilience
What you’ll love
Exposure to global enterprise environments and mission-critical operations
Opportunity to lead high-impact incident response and drive real-time business continuity
Work within a collaborative, high-performance operations culture
Access to continuous learning, certifications, and career growth opportunities
Need to know
Bilingual environment (Spanish & English)
Hands-on role requiring availability for major incident response
Experience with tools such as ServiceNow and operational dashboards preferred
Job Description
Job Description - Grade Specific
Is fully competent in its own area and has a deep understanding of related programming concepts software design and software development principles. Works autonomously with minimal supervision. Able to act as a key contributor in a complex environment, lead the activities of a team for software design and software development. Acts proactively to understand internalorexternal client needs and offers advice even when not asked. Able to assess and adapt to project issues, formulate innovative solutions, work under pressure and drive team to succeed against its technical and commercial goals. Aware of profitability needs and may manage costs for specific projectorwork area. Explains difficult concepts to a variety of audiences to ensure meaning is understood. Motivates other team members and creates informal networks with key contacts outside own area.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.
At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.
Ref. code
547053
Posted on
Nov 5, 2026
Experience Level
Experienced Professionals
Contract Type
Permanent
Location
Aguascalientes, MX
Brand
Capgemini
Professional Community
Software Engineering
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