At a Glance
- Tasks: Lead high-priority incidents and ensure swift recovery in a dynamic environment.
- Company: Join Capita, a leader in consulting and digital services, based in Belfast.
- Benefits: Competitive salary, generous holiday, paid volunteering, 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 incidents and understanding ITIL principles is essential.
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.
- 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.
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.
Major Incident Manager in Newtownabbey employer: Dormont Manufacturing Co
Capita is an exceptional employer, offering a vibrant work culture in the heart of Belfast's new Tech Ops Command Centre. With a strong commitment to employee development, competitive benefits including generous family leave and paid volunteering days, and a collaborative environment that values innovation and diversity, you'll have the opportunity to make a meaningful impact while growing your career alongside a supportive team.
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident Manager in Newtownabbey
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your incident management scenarios! Think about how you'd handle high-priority incidents and be ready to share your thought process. This shows you can think on your feet and are prepared for the fast-paced environment.
✨Tip Number 3
Network with current employees if you can. Reach out on LinkedIn or attend industry events. They might give you insider tips on what the team values, which can really help you stand out during the interview.
✨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 Capita.
We think you need these skills to ace Major Incident Manager in Newtownabbey
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 how you've successfully navigated similar challenges in the past.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to communicate your skills and experiences, as this reflects the clarity we value in communication during major incidents.
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 to join our growing team in Belfast.
How to prepare for a job interview at Dormont Manufacturing Co
✨Know Your Incident Management Stuff
Make sure you brush up on your knowledge of ITIL principles and incident management processes. Be ready to discuss your experience managing high-priority incidents, as this will show you understand the role's demands.
✨Showcase Your Communication Skills
As a Major Incident Manager, clear communication is key. Prepare examples of how you've effectively communicated during past incidents, especially in high-pressure situations. This will demonstrate your ability to keep stakeholders informed and engaged.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving skills. Think about how you would handle specific incidents, including determining severity and reallocating resources. Practising these scenarios can help you articulate your thought process during the interview.
✨Emphasise Team Collaboration
This role requires working closely with various teams. Highlight your experience in collaborative environments and how you’ve contributed to achieving common goals. Show that you value different perspectives and can foster an inclusive atmosphere, even under pressure.
