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- Tasks: Lead the management of high-priority incidents in a fast-paced environment.
- Company: Join Capita, a dynamic leader in consulting and digital services.
- Benefits: Competitive salary, 23-27 days holiday, paid volunteering day, and family leave policies.
- Other info: Inclusive workplace focused on diversity and personal development.
- Why this job: Make a real impact while working with cutting-edge technology and a collaborative team.
- Qualifications: Experience in managing high-priority incidents and understanding of ITIL principles.
The predicted salary is between 40000 - 50000 £ per year.
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.
You'll join a newly forming, collaborative team where you'll play a vital role in shaping how our Command Centre operates and evolves.
What you'll be doing
- 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
What we're looking for
- 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
Capita is a dynamic leader in consulting and digital services, helping some of the UK's most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors - government, healthcare, education, and finance - offering you the chance to contribute to projects that impact millions of lives.
At Capita, you'll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. 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.
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
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you. 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 and we'll get back to you.
For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Major Incident Manager in Whitehouse employer: Capita Shared Services Limited
Contact Detail:
Capita Shared Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager in Whitehouse
✨Tip Number 1
Get to know the company inside out! Research Capita's values and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for situational questions! As a Major Incident Manager, you'll need to demonstrate your problem-solving skills. Think of examples from your past experiences where you successfully managed high-priority incidents.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Capita.
We think you need these skills to ace Major Incident Manager in Whitehouse
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the Major Incident Manager role shine through. We want to see how excited you are about being at the heart of real-time action and making a difference in a fast-paced environment.
Tailor Your Experience: Make sure to highlight your experience managing high-priority incidents. We’re looking for specific examples that demonstrate your understanding of ITIL principles and your ability to handle pressure. This is your chance to show us why you're the perfect fit!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, as we appreciate direct communication. Remember, clarity is key when it comes to incident management!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and get to know you better. Plus, it shows you’re keen on joining our collaborative team at Capita.
How to prepare for a job interview at Capita Shared Services Limited
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of ITIL principles and incident management processes. Be ready to discuss your previous experiences managing high-priority incidents, as this will show that you can handle the fast-paced environment they thrive in.
✨Showcase Your Communication Skills
As a Major Incident Manager, clear communication is key. Prepare examples of how you've effectively communicated with stakeholders during incidents. Highlight your ability to keep everyone informed with real-time updates, as this aligns with their customer-first approach.
✨Demonstrate Your Collaborative Spirit
This role is all about teamwork. Think of instances where you've worked closely with technical teams or service lines to resolve incidents. Emphasise your ability to foster an inclusive environment and how you value different perspectives, especially under pressure.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during your interview. Prepare by thinking through potential major incidents and how you would manage them from start to finish. This will help you demonstrate your problem-solving skills and your proactive approach to incident management.