Major Incident Manager
| Posting date: | 30 January 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 01 March 2026 |
| Location: | BT36 7LQ |
| Remote working: | On-site only |
| Company: | Capita plc |
| Job type: | Permanent |
| Job reference: | 10116992-42284 |
Summary
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.
If you want a role where your actions genuinely matter, where you're in the room as incidents unfold, and where you gain exposure to key members of our Senior Leadership Team, this is it.
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
• 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. We're a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
Check out our website www.capita.com for more information
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.
Proud member of the Disability Confident employer scheme