incident manager

Forcepoint

<div><div>Who is Forcepoint?</div><div></div><div>
Forcepoint simplifies security for global businesses and governments. Forcepoint&rsquo;s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you&rsquo;re in the right place; we want you to bring your own energy to help us create a safer world. All we&rsquo;re missing is you!</div><div></div><div>
The Escalation Manager is a high-impact individual contributor role responsible for leading the end-to-end response to high-severity, business-critical incidents across Forcepoint&rsquo;s global environments. Operating within a regional model, the Escalation Manager ensures structured triage, cross-functional coordination, and clear stakeholder communication to minimize disruption.</div><div></div><div>
As the single point of accountability during major incidents, the Escalation Manager drives swift resolution, reduces time to resolution (TTR), improves service continuity, and enhances customer satisfaction. The role also identifies patterns to prevent recurrence and continuously strengthens incident response processes.</div><div></div><div>
Primary Responsibilities:</div><div></div><div>
Working Hours:</div><div>
Due to the nature of the role, coverage during US business hours (Central Time) is required, with flexibility to extend during high‑priority escalations to support real‑time collaboration and customer engagement.</div><div></div><div>
Incident Ownership &amp; Management</div><ul><li><div>
Take ownership of incoming critical incidents and critical customer incidents.</div></li><li><div>
Lead incident triage calls to define severity, success criteria, RACI, and exit conditions.</div></li><li><div>
Prioritise and manage incidents from initiation through resolution, coordinating appropriate internal resources and ensuring SLA adherence.</div></li><li><div>
Allocate and manage internal resources effectively, ensuring that the appropriate stakeholders and expertise along with tools are available to resolve incidents efficiently.</div></li><li><div>
Provide technical and operational oversight, escalating to Engineering/Product Management/Professional Services or any other teams where deeper investigation is required.</div></li></ul><div></div><div>
Communication &amp; Stakeholder Management</div><ul><li><div>
Act as the central point of contact during incidents, ensuring timely, accurate, and audience-appropriate communication to internal stakeholders, customers, and executives.</div></li><li><div>
Provide real-time updates on status, mitigation actions, and ETAs through various communication channels (Salesforce, Teams, Incident Bridges, Email summaries).</div></li><li><div>
Prepare and deliver post-incident executive summaries for senior leadership, translating technical impact into business terms.</div></li></ul><div></div><div>
Root Cause &amp; Operational Excellence</div><ul><li><div>
Drive root cause analysis (RCA) efforts with engineering and support teams.</div></li><li><div>
Identify recurring patterns and feed insights into operational improvements.</div></li></ul><ul><li><div>
Monitor key metrics (e.g. TTR, FDR, CSAT, NPS) and lead initiatives to improve time to resolution and customer experience.</div></li><li><div>
Maintain clean and complete data hygiene in incident records, ticketing systems, and incident dashboards.</div></li><li><div>
Identify areas for process improvement, automation, and tooling enhancements to streamline incident workflows.</div></li></ul><div></div><div>
Executive Communications &amp; Cross-Functional Collaboration</div><ul><li> Prepare and deliver executive summaries to C-level stakeholders in a clear and concise manner, translating complex technical details into layman's terms to ensure they are easily understood by non-technical executives. Partner with Engineering, Product Management, Onboarding, Enablement, Professional Services, and customer success teams during incident resolution and incident handling.</li></ul><ul><li><div>
Contribute to runbooks, readiness drills, and regional incident preparedness planning with other Escalation Managers across regions.</div></li><li><div>
Gather feedback from customer incidents prioritised to help inform product roadmaps and reliability initiatives.</div></li></ul><div>
Requirements:</div><ul><li><div>
5+ years in technical support, with 3+ years in SaaS customer support and Incident management (networking domain preferred).</div></li><li><div>
Strong knowledge of networking and security (TCP/IP, routing, VPNs, firewalls).</div></li><li><div>
Proven collaboration and customer experience improvement skills.</div></li><li><div>
Excellent communication, presentation, and stakeholder management.</div></li><li><div>
Proficient in Salesforce, MS Office, and reporting tools.</div></li><li><div>
Fluent in English; relevant certifications (e.g., CCNA, CCNP, ITIL) are a plus.</div></li><li><div>
Comfortable in dynamic, fast-paced environments with cross-functional complexity.</div></li></ul><div></div><div>
Preferred Skills:</div><ul><li><div>
Knowledge of cloud security, endpoint protection, and enterprise security frameworks.</div></li><li><div>
Familiarity with scripting languages (Python, PowerShell) and automation in support environments.</div></li><li><div>
Industry certifications such as CISSP, CISM, ITIL, or PMP are a plus.</div></li></ul><div>
Why Join Us?</div><ul><li><div>
Be part of a leading cybersecurity organization committed to protecting critical business data.</div></li><li><div>
Lead and develop a world-class technical support team with cutting-edge technologies.</div></li><li><div>
Competitive salary, benefits, and career growth opportunities in a dynamic industry.</div></li></ul><div>
If you are a seasoned leader with a passion for cybersecurity and technical support, we encourage you to apply!</div><div></div><div><i>
Don&rsquo;t meet every single qualification? Studies show people are hesitant to apply if they don&rsquo;t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace &ndash; so if there is something slightly different about your previous experience, but it otherwise aligns and you&rsquo;re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.</i></div><div></div><div><i>
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.</i></div><div></div><div><i>
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company&rsquo;s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to </i><div><i>recruiting@forcepoint.com</i></div><i>.</i></div><div></div><div><i>
Applicants must have the right to work in the location to which you have applied.</i></div></div>

Escalation Manager

Bank of America

<div><p><b>Job Description:</b></p><p></p><p>
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.<br>
<br>
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates&rsquo; physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.<br>
<br>
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.<br>
<br>
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!</p><p><b><br>
Job Description:</b><br>
This role is accountable for shaping and leading the people, processes, and tools that drive world‑class performance within the Command Center Incident Management (CCIM) organization. The Senior Technology Manager serves as a transformational leader who elevates team capability, strengthens execution discipline, and ensures operational maturity across all Command Center Incident Manager functions. This position focuses on developing high‑performing incident responders, refining and standardizing core operational processes, and advancing the toolsets and routines that enable consistent, measurable, and predictable incident management outcomes. Through a focus on continuous improvement, accountability, and organizational clarity, this leader drives the evolution of CCIM toward a more modern, data‑driven, and resilient operational model.</p><p></p><p><b>
Position Summary:</b></p><p>
A mission-critical leadership opportunity to be a part of Bank of America&rsquo;s Global Command Center leadership team as a Senior Technology Manager. Our team is responsible for the availability and performance of the Bank&rsquo;s global technology services, enabling operational excellence by detecting, predicting, and preventing customer and business impacting technology incidents and restoring service as quickly as possible when disruptions do occur.</p><p></p><p>
The Command Center is seeking a bold, change-driving Senior Technology Manager who acts as a disruptor and challenges the status quo who will report directly to the Global Lead for Incident and Problem Management in the US. The ideal candidate will have a strong technical background, excellent communication skills, experience leading teams, and a proven ability to manage high-pressure situations. The primary responsibilities include overseeing Bank of America&rsquo;s Command Center Incident Management function during the AMRS shift, leading the response to high-priority incidents, ensuring minimal disruption to services, and coordinating all necessary resources to resolve issues swiftly. You will work in concert with the team leads, monitoring critical systems, and communicating technology incident information to Senior Executives at Bank of America. The position operates closely with all global line-of-business and infrastructure domain functions and is key in the prevention or containment of business impacting technology incidents.</p><p></p><p><b>
Responsibilities:</b></p><ul><li>
Builds and elevates high‑performing teams by shaping workforce strategy, developing clear maturity and quality expectations, and ensuring teams have the processes and tools needed to consistently deliver strong operational outcomes while meeting core risk and compliance requirements</li><li>
Facilitates performance and career development of employees/teams through performance reviews, coaching, and creating development plans that are needed to build competencies and skills</li><li>
Manages relationships with business and technology partners and leads and creates followership in Communities of Practice in the organization</li><li>
Contributes to the technology strategy for their technical domain</li><li>
Creates an inclusive and healthy working environment and helps to resolve organizational impediments/blockers</li><li>
Ensures that execution is aligned with product strategy by working with product management and other stakeholders</li><li>
Globally responsible for ensuring the production stability of critical systems during their shift.</li><li>
Regionally responsible for Global Technology Operations stability routines and reporting.</li><li>
Leads the response and execution of Daily support in response to high-priority issues, outages, and system failures.</li><li>
This individual must be comfortable with taking a leadership role during complex technical incidents and leading those major incidents to resolution</li><li>
Serves as the main escalation point of contact during critical incidents, providing communication updates to senior executives.</li><li>
Creating and enhancing administrative, operational, and technical procedures and work instructions.</li><li>
Leading programs to expand capabilities and scope across the Global Command Center.</li></ul><p></p><p><b>
Managerial Responsibilities:</b><br>
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.</p><ul><li>
Opportunity &amp; Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.</li><li>
Manager of Process &amp; Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.</li><li>
Enterprise Advocate &amp; Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.</li><li>
Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.</li><li>
People Manager &amp; Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.</li><li>
Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.</li><li>
Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.</li><li>
Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.</li></ul><p></p><p><b>
Required Qualifications:
</b></p><ul><li>5-10+ years of experience running IT Operations, Application Production Support or Technology Command Centers.</li><li>
Strong experience in Incident and Major Incident Management. Includes proven experience in running large-scale incidents which impact multiple lines of businesses.</li><li>
Experience running Incident investigations (Problem Management)</li><li>
2+ years in a leadership or management role including leading global teams.</li><li>
Strong understanding of Infrastructure (Network, Compute, Storage, Virtualization, Database, etc.) and application infrastructure.</li><li>
Proficiency with monitoring and alerting systems (e.g., Splunk, Netcool, etc.).</li><li>
Familiarity with ITIL principles and Incident and Problem management frameworks.</li></ul><p></p><p><b>
Desired Qualifications:</b></p><ul><li>
Excellent written and verbal communication skills. Must be able to communicate effectively with Senior Executives.</li><li>
Proven ability to make decisions in high-stress situations.</li><li>
Ability to manage multiple tasks and prioritize work under pressure.</li><li>
Proven ability to lead and transform large teams and influence senior stakeholders</li><li>
ITIL certification or equivalent.</li><li>
Previous experience working in industries such as Finance or Telecommunications.</li></ul><p></p><p><b>
Skills:</b></p><ul><li>
Influence</li><li>
Risk Management</li><li>
Solution Design</li><li>
Stakeholder Management</li><li>
Technical Strategy Development</li><li>
Analytical Thinking</li><li>
Application Development</li><li>
Collaboration</li><li>
Result Orientation</li><li>
Solution Delivery Process</li><li>
Agile Practices</li><li>
Architecture</li><li>
Automation</li><li>
Data Management</li><li>
DevOps Practices</li></ul><p></p><p><b>
Shift:</b></p>
1st shift (United States of America)<p></p><p><b>
Hours Per Week:</b></p>
40</div>

Sr. Technology Manager - Command Center Incident Management

Microland

<div><div><div><div><div><p><b>Job Description</b></p>:</div><div><div><b>
Education Qualification :
</b><br>
Engineer - B.E / B.Tech / MCA<br>
<br>
<b>Skills :</b><br>
Primary -&gt; Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Microland Skills | Execution Excellence | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Aptitude | Tasks Related Skills | 4 - Advanced
<br>
<br>
<b>Certification :</b><br>
Technology | IT Service Management Certifications | ITIL Intermediate Certificate<br>
<br>
This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management.<br>
<br>
This role will also cover areas including, but not restricted to, the following.<br>
<ul><li>Aiding Service Management team on major issues</li><li>Driving the efficiency and effectiveness of the incident management process.</li><li>Monitoring the effectiveness of incident management and making recommendations for improvement.</li><li>Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals</li><li>Responsible for meeting targets of KPIs and SLAs</li><li>Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions</li><li>Providing information (input) to the Problem Manager</li><li>Client communications</li><li>Providing a point of escalation for user issues</li><li>Demonstrating and increasing the value proposition of the incident management team and IT operations.</li><li>Manage a team of 6 to 8 members and its associated activities</li></ul><br>
Technical Skills<br>
<ul><li>Experience in IT enabled services &ndash;IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)</li><li>Good knowledge of ITIL service management processes</li><li>ITIL Certified (Mandatory)</li><li>Experience of managing a team of 4 to 10 people</li><li>Should have independently driven major incidents (P1 and P2)</li><li>Worked in Incident, Problem and Change Management teams</li><li>Good Verbal and written communication</li></ul></div></div></div></div></div><div><div><div><div><p><b>
Location</b></p>:</div><div><p>
Saudi Arabia - Other</p></div></div></div></div><div><div><div><div><p><b>
Created On</b></p>:</div><div><p>
11-Feb-2026</p></div></div></div></div></div><div></div>

Associate Lead - Service Management (SM4)

<div></div><div><div><div><b>IT Services &amp; Process Manager</b></div>
</div>
<p><b>Primary responsibilities / Key result areas</b></p><br>
<div></div>
<div><b>
Change Management &amp; CAB</b></div>
<ul>
<li>Own and oversee the end-to-end IT Change Management lifecycle.</li>
<li>Prepare agendas, facilitate Change Advisory Board (CAB) meetings, and ensure changes are properly assessed, approved, implemented, and documented.</li>
<li>Monitor change performance metrics and drive continuous process improvements.</li>
</ul>
<div><b>Disaster Recovery</b></div>
<ul>
<li>Coordinate and execute annual Disaster Recovery tests for critical IT applications and services.</li>
<li>Maintain and update DR plans and documentation.</li>
<li>Manage test evidences and communication with stakeholders
</li><li>Report test outcomes, risks, and remediation actions to leadership.</li>
</ul>
<div><b>Major Incident &amp; Problem Management</b></div>
<ul>
<li>Act as Incident Commander during Major/P1 incidents, ensuring timely communication, escalation, and resolution.</li>
<li>Lead post-incident reviews, root cause analysis (RCA), and follow-up reporting to the Senior Leadership Team.</li>
<li>Ensure problem records are managed to prevent incident recurrence.</li>
</ul>
<div><b>CMDB &amp; Service Catalog Management</b></div>
<ul>
<li>Maintain and enhance the Configuration Management Database (CMDB) and IT Service Catalog.</li>
<li>Ensure configuration and service data are accurate, current, and aligned with operational and reporting needs.</li>
<li>Partner with technical and service owners to improve data quality and governance.</li>
</ul>
<div><b>Audit &amp; Policy Compliance</b></div>
<ul>
<li>Drive IT audit readiness by maintaining control evidence and supporting internal and external audits.</li>
<li>Consolidate and standardize ITSM policies to meet regulatory, security, and compliance requirements.</li>
<li>Monitor compliance with ITSM processes and governance standards.</li>
</ul>
<p><b>Qualifications, Experience &amp; Attributes</b></p>
<ul>
<li>Bachelor&rsquo;s degree in IT, computer science, process engineering or related field; ITIL or COBIT certification is preferred.</li>
<li>3-5 years&rsquo; experience managing ITSM processes, including change, incident/problem management and DR planning.</li>
<li>Proven track record running CAB meetings, leading DR exercises and managing major incidents for critical services.</li>
<li>Good understanding of IT Infrastructure and operations as well as IT applications</li>
<li>Experience maintaining a CMDB and service catalog using ITSM tools such as ServiceNow, Jira Service Management or equivalent; familiarity with Azure DevOps for knowledge management is a plus.</li>
<li>Strong knowledge of audit and compliance requirements (specifically SOX) and ability to consolidate policies across diverse teams.</li>
<li>Excellent communication and stakeholder‑management skills, with the ability to influence and drive process improvements across IT.</li>
</ul>
<p><b>COmPETENCIES</b></p>
<ul>
<li>Facilitation</li>
<li>Analytical and problem‑solving</li>
<li>Solution oriented</li>
<li>Documentation &amp; knowledge management</li>
<li>Communication &amp; Stakeholder Engagement</li></ul><br>
<div></div>
<p><b>
Other key requirements / comments</b></p><br>
<div></div>
<ul>
<li>Flexibility to collaborate with global teams across different time zones.</li>
<li>Comfortable working in a restructuring environment; adept at redefining processes and responsibilities.</li>
<li>Strong commitment to confidentiality and adherence to audit and compliance standards.</li></ul><br>
<div></div>
<div>
<div>SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.</div>
<div>For more information on SES, click here.</div></div></div>

IT Services & Process Manager

<div><div><div><div><div><p><b>Job Description</b></p>:</div><div><div><b>
Education Qualification :
</b><br>
Engineer - B.E / B.Tech / MCA<br>
<br>
<b>Skills :</b><br>
Primary -&gt; Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Microland Skills | Execution Excellence | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Aptitude | Tasks Related Skills | 4 - Advanced
<br>
<br>
<b>Certification :</b><br>
Technology | IT Service Management Certifications | ITIL Intermediate Certificate<br>
<br>
This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management.<br>
<br>
This role will also cover areas including, but not restricted to, the following.<br>
<ul><li>Aiding Service Management team on major issues</li><li>Driving the efficiency and effectiveness of the incident management process.</li><li>Monitoring the effectiveness of incident management and making recommendations for improvement.</li><li>Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals</li><li>Responsible for meeting targets of KPIs and SLAs</li><li>Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions</li><li>Providing information (input) to the Problem Manager</li><li>Client communications</li><li>Providing a point of escalation for user issues</li><li>Demonstrating and increasing the value proposition of the incident management team and IT operations.</li><li>Manage a team of 6 to 8 members and its associated activities</li></ul><br>
Technical Skills<br>
<ul><li>Experience in IT enabled services &ndash;IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)</li><li>Good knowledge of ITIL service management processes</li><li>ITIL Certified (Mandatory)</li><li>Experience of managing a team of 4 to 10 people</li><li>Should have independently driven major incidents (P1 and P2)</li><li>Worked in Incident, Problem and Change Management teams</li><li>Good Verbal and written communication</li></ul></div></div></div></div></div><div><div><div><div><p><b>
Location</b></p>:</div><div><p>
Saudi Arabia - Jeddah</p></div></div></div></div><div><div><div><div><p><b>
Created On</b></p>:</div><div><p>
18-Feb-2026</p></div></div></div></div></div><div></div>

Capgemini

<div><div><div><p>Bangalore</p><div>
Run Service Delivery Manager</div><p>
</p></div></div><div></div><div><div><div><div><div><p>
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world&rsquo;s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&amp;D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.</p><div><div><div><div><b>
Your Role</b></div></div><div><div>
Total Experience:12-14 Years</div><div>
Location: Mumbai/Pune/Bangalore</div><div><ul><li><div>
Manage day‑to‑day service delivery operations ensuring stability, SLA adherence, and high service availability.</div></li><li><div>
Lead incident and problem management, including root‑cause analysis, PIRs, and preventive actions.</div></li><li><div>
Act as the primary escalation and communication point for customers and leadership.</div></li><li><div>
Govern service performance through KPIs, dashboards, reviews, and continuous improvement initiatives.</div></li><li><div>
Coordinate across cross‑functional teams and guide operational priorities, workload, and readiness.</div></li></ul></div></div></div><div><div><div><b>
Your Profile</b></div></div><div><ul><li><div>
Strong knowledge of ITIL processes (Incident, Problem, Change, Service Continuity).</div></li><li><div>
Ability to interpret SLAs/KPIs, analyze operational metrics, and drive performance improvements.</div></li><li><div>
Proficiency with service monitoring and ticketing platforms.</div></li><li><div>
Excellent communication, stakeholder management, and escalation handling skills.</div></li><li><div>
Strong analytical, reporting, decision‑making, and team‑coordination capabilities.</div></li></ul></div></div></div><p>
Capgemini is a global business and technology transformation partner, helping organizations 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 fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.</p></div></div><div><div><div>
<div><div>Ref. code</div><div>
410967-en_GB</div></div><div><div>
Posted on</div><div>
20 Feb 2026</div></div><div><div>
Experience level</div><div>
Experienced Professionals</div></div><div><div>
Contract type</div><div>
Permanent</div></div><div><div>
Location</div><div>
Bangalore</div></div><div><div>
Business unit</div><div>
Other Delivery units</div></div><div><div>
Brand</div><div>
Capgemini</div></div><div><div>
Professional communities</div><div>
Delivery Excellence</div></div></div></div></div></div></div></div></div><p></p>

Run Service Delivery Manager

<div><p><b>Key Accountabilities
</b></p><ul><li>Service Level Management
<ul><li>Manage customer service enquiries as per agreed service levels.
</li><li>Orchestrate the service across the cross-functional service teams and partners to drive performance and
</li><li>delivery of du service commitments.
</li><li>Analyze SLAs and highlight risks &amp; gaps.
</li></ul></li><li>Fulfillment Management
<ul><li>Ensure fulfillment of service commitments through contract lifetime.
</li><li>Work closely with internal teams to ensure all services are fulfilled and information are fed back to the
</li><li>customer.
</li><li>Maintain and track database contains customer information.
</li></ul></li><li>Billing Management
<ul><li>Perform periodic bill reviews.
</li><li>Manage billing in accordance with customer contract.
</li><li>Collaborate with other resources as needed to address any billing issues.
</li></ul></li><li>Service Portfolio Management
<ul><li>Assess, clarify, and validate customer business needs and drive continuous improvement of the end to end
</li><li>service, including infrastructure upgrades for capacity or security for more cost-effective service provision.
</li><li>Support the Account Manager in identifying new opportunities.
</li><li>Perform service reviews on a monthly basis with accounts responsible.
</li><li>Business Relationship Management
</li><li>Maintain relationship and act as trusted advisor to customer and maintain data &amp; information relevant to the
</li><li>account.
</li><li>Manage the contact matrix ensuring that all potential points of contacts are being served appropriately.
</li></ul></li><li>Incident Management
<ul><li>Own customer complaints and issues end to end and ensure resolution of the same and provide root cause
</li><li>analysis.
</li><li>Allocate a priority level to any unplanned interruption to a service or reduction in the quality of service.
</li><li>Troubleshoot, investigate and coordinate the incident and ensure it is assigned to the appropriate resolver
</li><li>groups.
</li><li>Monitor and track the incident until restoration of service and ensure service levels are met.
</li></ul></li></ul><p>Qualifications, experience, skills and competencies
</p><p>Qualifications:
</p><ul><li>Minimum bachelor&rsquo;s degree in sales/marketing or a related field. Degree in business.
</li></ul><p>Experience:
</p><ul><li>2 years minimum experience in du enterprise
</li></ul><p>Skills
</p><ul><li>du enterprise Mobile/Fixed Products and Services Knowledge
</li><li>du System Knowledge
</li><li>Excellent Communication skill
</li><li>excellent knowledge of Microsoft tools
</li><li>Analytical Thinking skills
</li><li>Attention to details
</li><li>Reporting and Data Analysis skills
</li><li>Problem Solving Skills
</li><li>ability to work well under pressure
</li><li>organizational and planning skills to develop customer experience
</li><li>good personal presentation, especially when meeting with customers
</li><li>Highly results-driven and self-motivated team player
</li><li>very high email response rate
</li><li>able to be connected 24/7
</li><li>Understanding of business proactively approach</li></ul></div><p></p>

Junior Executive SME Telephone Account Management

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