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
Requirements
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.
Join Capita - Where Innovation Meets Opportunity
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?
💻 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
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
Location:
New
Benefits
Health insuranceParental leave
Additional Information
Major Incident Manager
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
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
Job title:
Major Incident Manager
Job Description:
Capita · Newtownabbey