Major Incident Manager

Capita; Newtownabbey; On-site; GBP 40,000 - 60,000; Full time

Job summary

An outsourcing firm is seeking a Major Incident Manager based in Belfast. The successful candidate will manage high-priority incidents, ensuring timely progression and resolution while facilitating communication among teams. Applicants should have experience in incident management, knowledge of relevant tools, and readiness for occasional on-call duties.

Benefits

Company matched pension

Life assurance

Fully paid maternity, adoption, and shared parental leave

Paid volunteering day

Qualifications

• Previous experience in high-priority incident management in a multi-client or shared service environment.
• Ability and willingness to work as part of an On-Call ROTA.
• Willing to undergo SC clearance check if successful.

Responsibilities

• Managing high-priority incidents through to closure.
• Coordination and communication throughout the incident life cycle.
• Conduct incident reviews with lines of service within agreed timescales.

Skills

Incident management

Knowledge of Remedy

Job description

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As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.

Strengthen our Team as our Major Incident Manager. Based in Belfast

The Major Incident Manager will be reporting operationally to the Senior Major Incident Manager and on a day-to-day basis, working as part of a team of Major Incident Managers taking ownership of all major incidents and acting as the conduit of information flow between Service Delivery Managers and Recovery .

In addition, you will be responsible for ensuring the timely progression and resolution of all high-severity major incidents in line with the agreed Major Incident Management Process and assist with developing and implementing process and service improvements across the team.

What we are looking for:

• Previous experience in high-priority incident management in a multi-client or shared service environment

In addition you will also have:

• Knowledge of Remedy or similar tools and the Incident Management process
• Ability and willingness to work as part of an On-Call ROTA (weekly shifts starting as early as 7:30am and as late as 11am)
• Willing to undergo SC clearance check if successful

What you will be doing:

• Managing high-priority incidents through to closure
• Verify Priority and reallocate as necessary
• Determine incident severity
• Ensure appropriate and timely progression through to resolution
• Coordination and communication throughout the incident life cycle
• Facilitate conference calls where necessary
• Escalate where appropriate
• Verification of resolution details
• Production of Management Incident Information
• Manage the progression and closure of other lower priority incidents.
• Conduct incident reviews with lines of service within agreed timescales

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

• company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
• access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

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.

Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.

Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.