Incident Manager

At Sogeti, we believe the best is inside every one of us. Whether you are early in your career or at the top of your game, we’ll encourage you to fulfill your potential to be better. Through our shared passion for technology, our entrepreneurial culture , and our focus on continuous learning, we’ll provide everything you need to do your best work and become the best you can be.  

YOUR ROLE

Sogeti is seeking a proactive and detail-oriented Incident Manager to join our Cloud Infrastructure Services team. In this role, you will be responsible for managing and controlling IT incidents to minimize their impact on business operations. You will play a key part in restoring services swiftly, ensuring process compliance, and driving service improvement initiatives.

This role is embedded within the Service Management Team and involves close collaboration with Problem Management, Change Management, Service Desk, and Service Delivery teams, as well as direct engagement with customers.

Key Responsibilities Of The Role

• Monitor and manage the progress of incidents and service requests across internal and external teams.
• Liaise with Problem Management to expedite resolution and ensure root cause analysis.
• Escalate unresolved incidents and monitor resolver queues to maintain SLA compliance.
• Facilitate major incident bridges and post-resolution review meetings.
• Lead daily and weekly incident status calls and provide incident reporting as required.
• Identify and drive service improvement opportunities.
• Review incident tickets for data accuracy and process adherence.
• Track and escalate key KPIs including SLA breaches, idle incidents, re-opened tickets, and excessive reassignments.
  
  

YOUR PROFILE

• Strong understanding of IT systems, integration, and architecture concepts.
• Proven ability to manage virtual teams and work cross-functionally.
• Excellent communication and facilitation skills, with experience hosting incident management meetings.
• Familiarity with service management frameworks and regulatory standards (e.g., SAS70, SOX, FDA).
• Experience with both reactive and proactive problem management techniques.
• Skilled in mentoring, training development, and stakeholder engagement.
• Strong analytical and problem-solving abilities, with a focus on continuous improvement.
  
  

Certifications

• ITIL Foundation
• ITIL Practitioner or Intermediate (desirable)
  
  

WHAT YOU'LL LOVE ABOUT WORKING HERE?

• Craft your own career path through continuous learning and personal growth
• Our commitment to maintain high ethical standards ensuring Diversity, Sustainability and Inclusion in our business practises
• Be a part of our professional communities role framework which promotes professional growth, career development and enhances Sogeti’s capabilities across different domains
  
  

Sogeti Ireland is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, and all offers of employment and promotions are made on the basis of performance, competence and ability.

We embrace the value of diversity within Sogeti and the entrepreneurial spirit of our people. If you’re looking to join a company with a proven track record of success and that deeply values its people, Sogeti Ireland offers the opportunity for you to grow and advance.

Part of the Capgemini Group, Sogeti makes business value through technology for organizations that need to implement innovation at speed and want a local partner with global scale. With a hands-on culture and close proximity to its clients, Sogeti implements solutions that will help organizations work faster, better, and smarter. By combining its agility and speed of implementation through a DevOps approach, Sogeti delivers innovative solutions in quality engineering, cloud and application development, all driven by AI, data and automation.

Part of the Capgemini Group, Sogeti makes business value through technology for organizations that need to implement innovation at speed and want a local partner with global scale. With a hands-on culture and close proximity to its clients, Sogeti implements solutions that will help organizations work faster, better, and smarter. By combining its agility and speed of implementation through a DevOps approach, Sogeti delivers innovative solutions in quality engineering, cloud and application development, all driven by AI, data and automation.