Incident Coordinator (English Speaking)

About the role

Capgemini is seeking a passionate Incident Coordinator who will lead the resolution of IT and business incidents across its operations in Egypt. The role requires strong English communication skills and the ability to coordinate cross‑functional teams to restore services quickly and minimise business impact.

Key responsibilities

• Coordinate and manage incidents across IT and business teams to ensure timely resolution.
• Act as the primary point of contact during major incidents and drive resolution efforts.
• Monitor incident queues and prioritise tickets based on impact and urgency.
• Facilitate incident bridge calls and ensure clear communication among technical teams and stakeholders.
• Maintain accurate incident documentation, tracking, and updates in ITSM tools.
• Perform incident trend analysis and contribute to continuous service‑improvement initiatives.
• Escalate critical issues to relevant stakeholders and management as required.
• Support post‑incident reviews and root‑cause analysis (RCA) to prevent recurrence.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Business Administration or a related field (preferred).
• 2–5 years of experience in IT Service Management, Incident Management, or Service Desk operations.
• Proven experience managing major incidents and coordinating cross‑functional teams.
• In‑depth understanding of the ITIL framework and incident management processes.
• Excellent written and spoken English communication skills.

Required skills

• Incident management processes
• ITSM tools
• ServiceNow
• BMC Remedy
• ITIL Framework