Out-of-Hours Incident Shift Lead

Capgemini; Inverness; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Wellbeing program

Learning for life

Inclusive culture

Job summary

Capgemini requires an OOH Shift Lead to provide leadership and governance across the Out of Hours service from Inverness, on-site five days a week. The role follows a 4 nights on, 4 nights off, 4 days on, 4 days off pattern and focuses on maintaining service stability, incident management and proactive risk control.

You will oversee live events, major incident activity, and allocate work to analysts, while coaching the team and ensuring clear handovers between shifts.

Qualifications

• Experience in a Shift Lead, Team Lead, Major Incident, Service Desk, Technical Operations or similar operational leadership role.
• Strong knowledge of IT service management principles, including Major Incident Management, Incident Management, Event Management and escalation processes.
• Experience leading and developing teams, allocating work, managing priorities and maintaining operational control in a live service environment.
• Ability to assess risk, impact and priority, make sound decisions and remain effective under pressure during service-impacting events.
• Excellent communication and stakeholder management skills, with the ability to provide clear updates, briefings, reports and handovers.
• Strong analytical and problem-solving skills, combined with good knowledge of operational tools, ticketing systems, monitoring platforms and Microsoft Office applications.

Responsibilities

• Lead the Out of Hours shift, ensuring operational activity is prioritised, controlled and delivered in line with agreed service management processes, procedures and service levels.
• Provide oversight of live events, incidents, escalations and service risks, making operational decisions and ensuring appropriate action is taken to protect service stability.
• Lead Major Incident Management activity during Out of Hours periods, coordinating technical teams, suppliers and stakeholders to support effective service restoration and communication.
• Manage and support Out of Hours Analysts on shift, allocating work, balancing priorities, providing coaching and maintaining high standards of service delivery and process adherence.
• Oversee monitoring, event management and escalation activities, ensuring risks, service impacts and operational issues are identified, managed and handed over effectively between shifts.
• Contribute to governance, reporting and continual improvement activities by identifying trends, risks and opportunities to enhance operational performance and service quality.

Skills

Shift Lead

Major Incident Mgmt

IT Service Mgmt

Team Leadership

Risk Assessment

Stakeholder Management

Communication

Monitoring Tools

Ticketing Systems

MS Office

Tools

ITSM Tools

Monitoring Platforms

Microsoft Office

Job description

Capgemini requires an OOH Shift Lead to provide leadership and governance across the Out of Hours service from Inverness, on-site five days a week. The role follows a 4 nights on, 4 nights off, 4 days on, 4 days off pattern and focuses on maintaining service stability, incident management and proactive risk control.

You will oversee live events, major incident activity, and allocate work to analysts, while coaching the team and ensuring clear handovers between shifts.