Major Incident Manager

Capita; Newtownabbey; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

On call allowance

23 days holiday

Volunteer day

Family leave policies

Cycle2Work scheme

Pension

Life assurance

Job summary

Capita in Belfast is seeking a Major Incident Manager for an on-site role at our new Tech Ops Command Centre. You’ll own major incidents end-to-end, coordinate across technical teams and leadership, and drive rapid service recovery in a high-visibility environment. Eligibility for SC Clearance is noted.

You’ll work shifts (7:30am–11am variants) and contribute to continual improvements while ensuring clear, real-time updates to stakeholders.

Qualifications

• Experience managing high-priority incidents within multi-client or shared service environments.
• Understanding of ITIL principles and incident management life cycle.
• Knowledge of Remedy, ServiceNow or similar tooling is desirable.
• Ability to work as part of a shift rota with variable start times.
• Willingness to participate in an Out Of Hours on-call rota.

Responsibilities

• Take full ownership of major incidents from start to finish.
• Determine severity, verify priority, and reallocate resources as needed.
• Ensure timely progression through recovery and resolution.
• Act as central communication point across service delivery, technical teams, and leadership.
• Facilitate incident bridges and conference calls and keep stakeholders informed.

Skills

Incident management

ITIL knowledge

Remedy / ServiceNow

Shift rota experience

On-call rota participation

Tools

Remedy

ServiceNow

Job description

Purpose of the role

Office based – Belfast. Be at the heart of real time action. Come and join the team. We’ve just launched our brand new Tech Ops Command Centre in Belfast at our Hillview House office, and we’re growing a high impact team of Major Incident Managers who thrive in fast paced, high visibility environments. This isn’t a role you can do from the sidelines, being on‑site means you’re fully immersed in live service activity, surrounded by the people and insight you need to make rapid, informed decisions that protect critical services. You’ll join a newly forming, collaborative team where you’ll play a vital role in shaping how our Command Centre operates and evolves.

Eligibility to undergo SC Clearance.

Major Incident Manager

What you’ll be doing

• Taking full ownership of major incidents from start to finish


• Determining severity, verifying priority, and reallocating where needed


• Ensuring timely progression through to recovery and resolution


• Acting as the central communication point across Service Delivery, technical teams, and leadership


• Facilitating incident bridges and conference calls


• Keeping stakeholders informed with clear, accurate, real‑time updates


• Supporting continual improvement and contributing to enhancements across the Major Incident Management process

What we’re looking for

• Essential Experience managing high‑priority incidents within a multi‑client or shared service environment


• Understanding of ITIL principles


• And ideally, you’ll also bring Knowledge of Remedy, ServiceNow, or similar incident management tooling


• Ability to work as part of shift rota (start times vary between 7:30am and 11am)


• Be part of an Out Of Hours on‑call rota

How this role aligns to our Values

• Customer First Always – You will prioritise service recovery and clear communication to minimise impact and maintain trust with customers and stakeholders.


• Fearless Innovation – You will contribute ideas and improvements that strengthen incident management processes and ways of working.


• Achieve Together – You will work closely with service lines, technical teams, and peers to resolve incidents quickly and effectively.


• Everyone is Valued – You will foster an inclusive, respectful environment where collaboration and different perspectives are encouraged, even under pressure.

Join Capita – Where Innovation Meets Opportunity

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organisations transform and thrive. We use cutting‑edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward‑thinking team that values creativity, growth, and inclusion. We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com

What’s in it for you?

• Office based Belfast


• Competitive Salary - on call allowance


• 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period


• Paid volunteering day with a charity of your choice


• Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave


• Cycle2Work scheme, pension, life assurance, and more

What we hope you’ll do next:

We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds. We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone.

If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [e-mail] and we’ll get back to you.

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location: Newtownabbey , United Kingdom

Time Type: Full time

Contract Type: Permanent

Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries. We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.