Senior Major Incident Manager

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Job Description:

Essential Skills & Experience

• Significant experience managing major incidents in complex environments.
• Strong background in ITILaligned Incident Management.
• Experience supporting both publicsector and privatesector clients.
• Knowledge of ITSM tools.
• Experience with Microsoft 365 including SharePoint and Teams.
• Strong documentation and communication skills.
• Understanding of incident and problem management interaction.
• ITIL awareness.

You Will Also Have

• Ability to stay calm and make decisions under pressure.
• Strong leadership and peoplemanagement.
• Excellent stakeholder engagement.
• Analytical problemsolving skills.
• Continuousimprovement mindset.

What Youll Be Doing

• Leading and supporting the Major Incident Management team.
• Ensuring all incidents progress through to resolution within SLAs.
• Managing escalations when required.
• 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 crossfunctional teams.
• Escalating issues to the Head of Major Incident Management.
• Delivering executive summaries during P1 incidents.
• Managing team performance and reporting quality.
• Identifying future skills requirements.
• Expanding knowledge across Capita services.

How This Role Demonstrates Capitas Values

Customer First Always

• Ensuring timely resolution of incidents within SLA.
• Providing clear executive summaries during P1s..
• Improving processes impacting customer outcomes.

Fearless Innovation

• Driving continuous improvement.
• Enhancing process documentation.

Achieve Together

• Leading mentoring and coaching the team.
• Collaborating with other business teams.
• Supporting colleagues during highpressure incidents.

Everyone is Valued

• Managing performance with fairness and transparency.
• Supporting knowledge sharing and development.
• Creating a supportive environment during critical incidents.

Join Capita Where Innovation Meets Opportunity

Capita is a dynamic leader in consulting and digital services helping some of the UKs most recognized organizations 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 sectorsgovernment healthcare education and financeoffering you the chance to contribute to projects that impact millions of lives. At Capita youll be part of a collaborative forward-thinking team that values creativity growth and inclusion.

Were committed to your development and success providing opportunities to learn progress and shape better outcomes for customers and communities. If youre ready to make an impact and grow your career Capita is the place for you. Check out our website

Whats in it for you

• Office based Belfast
• Competitive Salary
• 23 days holiday rising to 27 (pro rata) plus the option to buy more after qualifying period
• Paid volunteering daywith a charity of your choice
• Generousfamily leave policies including 15 weeks fully paid maternity adoption and shared parental leave
• Cycle2Work scheme pension life assurance and more

Customer first always Fearless innovation Achieve together Everyone is valued

What we hope youll 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.

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 you.For more information about equal opportunities and process adjustments please visit the Capita Careers website.

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