Senior Out of Hours Incident Analyst in Highland

As a Senior Out of Hours Analyst, you will provide senior operational control across the Out of Hours service, with primary accountability for Monitoring and Event Management, Incident Management and escalation management. You will identify emerging risk, coordinate the appropriate response, maintain clear operational oversight and help protect service availability during out-of-hours periods.

You will operate as a senior point of coordination on shift, working closely with technical support teams, suppliers and stakeholders to ensure events and incidents are assessed, prioritised, escalated and progressed effectively. A secondary element of the role is to provide dynamic support to Out of Hours Analysts during busy periods, complex demand or priority activity. This role requires you to be on site in Inverness 5 days per week with a shift pattern of 4 nights on, 4 nights off, 4 days on, 4 days off.

Your role:

• Monitor operational alerts, events and incidents during Out of Hours periods, assessing impact and ensuring appropriate action is taken in line with agreed processes.
• Coordinate with technical teams, suppliers and stakeholders to support the effective management, escalation and resolution of incidents and service disruptions.
• Maintain accurate event and incident records, provide timely updates, and ensure effective handovers to support continuity of service across shifts.
• Support the prioritisation and progression of operational activity, helping to identify risks, emerging issues and service impacts, escalating where appropriate.
• Provide guidance and assistance to Out of Hours Analysts during periods of increased demand, complex issues or major service events, promoting consistent ways of working.
• Contribute to service quality and continual improvement by identifying trends, highlighting process improvements and maintaining knowledge of services, procedures and support models.

Your skills and experience:

• Experience working in a Service Desk, Incident Management, Monitoring, Technical Support or IT Operations environment.
• Good understanding of IT service management principles, including incident management, event monitoring, escalation processes and service restoration.
• Ability to assess and prioritise operational issues, make sound decisions and remain effective when working under pressure.
• Strong communication and stakeholder management skills, with the ability to provide clear updates, handovers and escalation information.
• Good analytical and problem-solving skills, with the ability to interpret information, identify trends and support operational decision-making.
• Proficient in the use of IT systems and tools, including Microsoft Office, ticket management systems and monitoring platforms, with a collaborative and customer-focused approach.

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Your wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce as a critical component for us to achieve our organisational ambitions.

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities.

When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value.