The Major Incident Manager leads the response to high-impact technology incidents, coordinating technical teams, service owners, suppliers and business stakeholders to restore services quickly. Typical requirements include experience in IT service management, incident and problem management, ITIL practices, service monitoring and escalation procedures. Strong communication, leadership, decision-making and stakeholder-management skills are essential, often supported by ITIL certification and experience with ServiceNow or similar tools. The candidate is expected to remain calm under pressure, manage incident bridges, provide clear updates to senior leaders, document timelines, conduct post-incident reviews and drive corrective actions. Experience working in a large, multinational, 24/7 support environment is advantageous.
Capgemini is a global business and technology services company headquartered in France, with operations across more than 50 countries. It helps organizations use technology to improve operations, develop digital products and manage complex business change. Its services span cloud, data and artificial intelligence, cybersecurity, software engineering, enterprise applications, consulting and managed services. Capgemini works with clients across industries including financial services, manufacturing, telecommunications, retail, healthcare and the public sector. In Malaysia, the company supports regional and international customers through technology delivery, application services, infrastructure operations and consulting teams. The organization typically offers opportunities to work in multinational environments, with structured processes, professional development and exposure to enterprise-scale transformation programmes.
Malaysia offers technology opportunities in Kuala Lumpur, Cyberjaya, Penang and Johor, particularly in cloud operations, managed services, software, cybersecurity, shared services and consulting. Major Incident Managers are most likely to find roles with global technology providers, banks, telecommunications firms and multinational companies. The culture is multicultural, generally friendly and respectful, with Malay, Chinese, Indian and international influences. Kuala Lumpur provides strong public transport, restaurants and urban amenities, while Penang offers a more relaxed island lifestyle and a growing technology sector. Living costs are moderate by regional standards, though central Kuala Lumpur housing can be expensive. Foreign employees usually need an Employment Pass sponsored by their employer; approval depends on the role, salary and company eligibility. Candidates should arrange medical checks, accommodation and documentation before moving. English is widely used in professional workplaces, while learning basic Malay helps with daily life.
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