Major Incident Manager

Capita plc; Newtownabbey; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Office-based Belfast

23 days' holiday (pro rata)

Cycle2Work scheme

Pension

Life assurance

Job summary

Capita plc is expanding its Major Incident Management team in Belfast, offering an on-site role at Hillview House. You will own end-to-end major incidents, determine severity, and coordinate across service delivery and technical teams to ensure rapid, informed decisions that protect critical services.

Eligibility to undergo SC Clearance is noted for this high-visibility position. Join a newly forming, collaborative team shaping how the Command Centre operates and evolves, with on-site presence

Qualifications

• Experience managing high priority incidents within a multi-client or shared service environment.
• Understanding of ITIL principles.
• Knowledge of Remedy, ServiceNow, or similar incident management tooling.

Responsibilities

• Take full ownership of major incidents from start to finish.
• Determine severity, verify priority, and reallocating where 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.
• Keep stakeholders informed with real-time updates.

Skills

Incident management

ITIL

Remedy

ServiceNow

Shift work

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

What you'll be doing

• You'll be the driving force behind the end to end management of our highest priority incidents. That includes:
• 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.

Customer first, always Fearless innovation Achieve together Everyone is valued

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.