At a Glance
- Tasks: Lead a team in managing major incidents and drive continuous improvement.
- Company: Join a forward-thinking tech company with a focus on incident management.
- Benefits: Competitive salary, generous holiday, paid volunteering day, and family leave policies.
- Other info: Inclusive workplace committed to equal opportunities and personal development.
- Why this job: Make a real impact by leading incident response in a dynamic environment.
- Qualifications: Experience in major incident management and strong leadership skills.
The predicted salary is between 60000 - 70000 € per year.
Location: Office based Belfast - new command hub (with on-call requirements)
Contract: Permanent
About the Role
As part of our investment in technology operations, we’re establishing the Command Hub in Belfast to strengthen how we coordinate, govern and continuously improve incident response. We’re looking for a highly experienced Senior Major Incident Manager to lead a team responsible for maintaining a robust, efficient and well-governed 24x7 incident management capability, ensuring effective coordination when incidents occur and driving continuous improvement across the organisation. You will act as an escalation point for complex or time‑critical major incidents, support team members during high‑severity events, and ensure service delivery meets expectations. Successful candidates must be eligible for SC clearance.
Job Description
What You’ll Be Doing
- Leading and supporting the Major Incident Management team.
- Ensuring all incidents progress through to resolution within SLAs.
- Managing escalations when required.
- Delivering executive summaries during P1 incidents.
- Producing weekly and monthly MI reporting.
- Updating and maintaining process documentation.
- Driving continuous improvement across the MIM function.
- Providing leadership, mentoring, and coaching.
- Collaborating with cross‑functional teams.
- Escalating issues to the Head of Major Incident Management.
- Managing team performance and reporting quality.
- Identifying future skills requirements.
- Expanding knowledge across Capita services.
Significant experience managing major incidents in complex environments.
Strong background in ITIL‑aligned Incident Management.
Knowledge of ITSM tools.
Experience with Microsoft 365 including SharePoint and Teams.
Understanding of incident and problem management interaction.
You Will Also Have
- Strong documentation and communication skills.
- Ability to stay calm and make decisions under pressure.
- Strong leadership and people‑management.
- Analytical problem‑solving skills.
What’s in it for you?
- Competitive Salary - on call allowance
- 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
We are 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.
10116909 Senior Major Incident Manager in Belfast employer: Capita
Capita is an exceptional employer, offering a dynamic work environment in the heart of Belfast's new command hub. With a strong focus on employee growth, we provide extensive training and mentoring opportunities, competitive salaries, and generous family leave policies, ensuring our team members thrive both personally and professionally. Our commitment to inclusivity and continuous improvement makes Capita a rewarding place to build a meaningful career in incident management.
StudySmarter Expert Advice🤫
We think this is how you could land 10116909 Senior Major Incident Manager in Belfast
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to major incident management. We recommend role-playing with a friend to get comfortable discussing your experience and how you handle high-pressure situations.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've led teams through complex incidents. Highlight your ability to stay calm under pressure and drive continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace 10116909 Senior Major Incident Manager in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Major Incident Manager role. Highlight your experience in managing major incidents and your knowledge of ITIL-aligned processes. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've led teams through high-severity incidents and driven continuous improvement.
Showcase Your Communication Skills:Since strong documentation and communication skills are key for this role, make sure your application reflects that. Keep your language clear and concise, and don’t forget to proofread for any typos or errors!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company!
How to prepare for a job interview at Capita
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of ITIL-aligned Incident Management and the tools used in ITSM. Be ready to discuss your past experiences managing major incidents, especially in complex environments, as this will show your expertise and confidence.
✨Showcase Your Leadership Skills
As a Senior Major Incident Manager, you'll need to demonstrate strong leadership and people-management abilities. Prepare examples of how you've led teams through high-severity incidents, mentored colleagues, or improved team performance. This will highlight your capability to manage and inspire others.
✨Stay Calm Under Pressure
During the interview, be prepared to discuss scenarios where you had to make quick decisions under pressure. Share specific examples that illustrate your analytical problem-solving skills and how you maintained composure during critical incidents.
✨Communicate Effectively
Strong documentation and communication skills are key for this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex topics. You might even want to prepare a brief executive summary of a past incident to showcase your reporting skills.
