Incident Manager (Birmingham, GB) bei Capgemini - Get The Future You Want

About the role you're considering

Location: Birmingham

Onsite 5 days per week:

We’re looking for an Incident Manager to join a high-profile team delivering face-to-face IT support in a collaborative and people-focused environment. This is a great opportunity to work closely with senior stakeholders and make a real impact by helping colleagues resolve technical issues quickly and effectively.

You’ll be part of a small, dedicated Tech Bar team that serves as the first point of contact for IT support. Your role will be to ensure incidents are resolved or escalated efficiently, while maintaining a high standard of service and care.

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)

Your role

• Be the first point of contact for IT support queries, helping a diverse range of users resolve technical issues with care and efficiency.
• Manage and fulfil service requests, ensuring timely and accurate resolution or escalation.
• Use our IT service management tools to document and track all activities, maintaining clear communication and accountability.
• Apply your technical expertise to investigate and resolve incidents, while managing expectations with professionalism and empathy.
• Collaborate with colleagues across technical teams to ensure seamless service delivery and continuous improvement.
• Represent Capgemini in a high-profile client environment, contributing to the success of a new and evolving service.

You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.

Your skills and experience

• Technical experience in 3rd line support across Windows 10/11, Exchange, Active Directory, and business applications.
• Customer-focused mindset, with the ability to communicate clearly and confidently in face-to-face environments, including delivering training or supporting IT rollouts.
• Team-oriented approach, working effectively with both local and remote colleagues to manage incidents and requests.
• Strong organisational skills, with the ability to prioritise, multitask, and adapt in a fast-paced setting.
• Commitment to improvement, identifying opportunities to enhance workflows, automate processes, and improve the user experience.
• Desirable: ITIL Foundation v4 certification and up-to-date technical qualifications

Your Security Clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

What does "Get the Future You Want" mean for you?

Shape your path

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Your wellbeing

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Impactful and ethical

You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 12 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.

Impactful Experiences

You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.

Why you should consider joining Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs, and industry experts. A powerful source of energy that drives us all to find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses. And it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge and always pushing yourself to do better, you’ll build the skills you want. And you’ll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Get the Future You Want | www.capgemini.com