Major Incident Manager

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Job Description:

If you want a role where your actions genuinely matter where youre in the room as incidents unfold and where you gain exposure to key members of our Senior Leadership Team this is it.

What were looking for

Essential

• Experience managing highpriority incidents within a multiclient or shared service environment
• Understanding of ITIL principles

And ideally youll 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

Youll join a newly forming collaborative team where youll play a vital role in shaping how our Command Centre operates and evolves.

What youll be doing

• Youll be the driving force behind the endtoend management of our highestpriority 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 Youll 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 youll 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 youll build genuine relationships with colleagues engineers and leadership teams essential for decisive incident management.

If youre ready to be at the centre of operations thrive under pressure and want to help build something new wed 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 Capitas 34000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. Were a vital support service for our clients enabling the everyday interactions that we expect to run seamlessly to run seamlessly.

Check out our website for more information

Whats 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 youll do next:

Choose Apply now to fill out our short application so that we can find out more about you.

Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were 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 youd like to discuss other changes or support you might need going forward please email and well get back to more information about equal opportunities and process adjustments please visit the Capita Careers website.

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