Major Incident Manager – Belfast Command Centre

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

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.