At a Glance
- Tasks: Manage high-priority incidents in a fast-paced, dynamic environment.
- Company: Join Capita's innovative Tech Ops Command Centre in Belfast.
- Benefits: Enjoy 23 days annual leave, volunteering opportunities, and a supportive work culture.
- Other info: Shape team culture and build strong connections with colleagues and leadership.
- Why this job: Be at the centre of operations, making impactful decisions in real-time.
- Qualifications: Experience in incident management and understanding of ITIL principles required.
The predicted salary is between 36000 - 60000 € per year.
Be at the heart of real time action. 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.
What we’re looking for:
- Experience managing high-priority incidents within a multi-client or shared service environment
- Understanding of ITIL principles
- 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
- Eligibility and willingness to undergo SC Clearance
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
Why join us?
- Brand-new working environment – You’ll be based in our newly set-up Command Centre, surrounded by the energy, collaboration, and live insights needed to succeed.
- Visibility and influence – Your work directly impacts service stability and is seen at senior levels across Tech Ops.
- Growing function – With multiple hires being made, you’ll help shape team culture, ways of working, and the future of Major Incident Management at Capita.
- Strong team connection – Because this role is 100% on-site, you’ll build genuine relationships with colleagues, engineers, and leadership teams — essential for decisive incident management.
If you’re ready to be at the centre of operations, thrive under pressure, and want to help build something new, we’d love to hear from you.
About Capita:
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
What’s in it for you?
- 23 days annual leave (rising to 27 days with time) with opportunity to buy more leave.
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
- Company matched pension, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave and plenty 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’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.
Location: Newtownabbey - Hillview House, United Kingdom
Time Type: Full time
Contract Type: Permanent
Major Incident Manager in Newtownabbey employer: Capita
Capita offers an exciting opportunity for Major Incident Managers in our brand-new Tech Ops Command Centre located in Belfast. With a strong emphasis on collaboration and visibility, you'll be at the forefront of managing critical incidents, directly influencing service stability while enjoying a supportive work culture that prioritises employee growth and inclusivity. Our comprehensive benefits package, including generous annual leave, volunteering opportunities, and a commitment to diversity, makes Capita an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident Manager in Newtownabbey
✨Tip Number 1
Get to know the company inside out! Research Capita's values, recent projects, and their approach to Major Incident Management. This will help you tailor your conversations and show that you're genuinely interested in being part of the 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 the interview by practising common scenario-based questions. Think about how you'd handle high-priority incidents and be ready to share examples from your past experiences that highlight your skills in real-time decision-making.
✨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, it shows you’re serious about joining our awesome team at the Command Centre.
We think you need these skills to ace Major Incident Manager in Newtownabbey
Some tips for your application 🫡
Show Your Incident Management Skills:When you’re writing your application, make sure to highlight your experience with managing high-priority incidents. We want to see how you've handled similar situations in the past, so don’t hold back on the details!
Get Familiar with ITIL Principles:Since understanding ITIL principles is key for this role, weave in any relevant knowledge or certifications you have. It’ll show us that you’re not just a great candidate, but also someone who’s ready to hit the ground running.
Be Clear and Concise:We appreciate clarity! When filling out your application, keep your language straightforward and to the point. This will help us quickly grasp your qualifications and fit for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity in our new Command Centre.
How to prepare for a job interview at Capita
✨Know Your Incident Management Tools
Familiarise yourself with tools like Remedy and ServiceNow before the interview. Be ready to discuss how you've used these platforms in past roles, as this will show your practical knowledge and readiness for the Major Incident Manager position.
✨Understand ITIL Principles
Brush up on ITIL principles and how they apply to incident management. Be prepared to explain how you’ve implemented these practices in previous roles, as this will demonstrate your ability to manage high-priority incidents effectively.
✨Showcase Your Communication Skills
Since you'll be acting as a central communication point, practice articulating complex information clearly and concisely. Think of examples where you successfully communicated during a major incident, as this will highlight your ability to keep stakeholders informed.
✨Demonstrate Your Team Spirit
This role is all about collaboration, so come ready to discuss how you work within a team. Share experiences where you contributed to a team’s success during high-pressure situations, as this will show you’re a great fit for the growing function at Capita.
