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.
Customer first, always. Fearless innovation. Achieve together. Everyone is valued.
Eligibility to undergo SC Clearance.
Major Incident Manager
Job Description
What you’ll be doing
* 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
Essential
What we’re looking for
* 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.
Benefits
* Belfast Office – onsite parking
* Competitive salary
* 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
Location
Newtownabbey, United Kingdom
Time Type
Full time
Contract Type
Permanent
Equal Opportunity Statement
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 reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
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