Major Incident Manager

The Major Incident Manager will be reporting operationally to the Senior Major Incident Manager and on a day-to-day basis, working as part of a team of Major Incident Managers taking ownership of all major incidents and acting as the conduit of information flow between Service Delivery Managers and Recovery Managers while managing the entire lifecycle of the incident.

In addition, be responsible for ensuring the timely progression and resolution of all high-severity major incidents in line with the agreed Major Incident Management Process and assist with developing and implementing process and service improvements across the team. The Major Incident Manager will be reporting operationally to the Senior Major Incident Manager and on a day-to-day basis, working as part of a team of Major Incident Managers taking ownership of all major incidents and acting as the conduit of information flow between Service Delivery Managers and Recovery .

In addition, you will be responsible for ensuring the timely progression and resolution of all high-severity major incidents in line with the agreed Major Incident Management Process and assist with developing and implementing process and service improvements across the team.

What we are looking for:

• Experience of managing high-priority incidents through to closure
• Verify Priority and reallocate as necessary
• Determine incident severity
• Ensure appropriate and timely progression through to resolution
• Coordination and communication throughout the incident
• Facilitate conference calls where necessary
• Escalation where appropriate
• Verification of resolution details
• Production of Management Incident Information
• Manage the progression and closure of other lower priority incidents.
• Conduct incident reviews with lines of service within agreed timescales

What we are looking for:

• Previous experience in high-priority incident management in a multi-client or shared service environment
• Knowledge of Remedy or similar tools and the Incident Management process
• ITIL awareness
• Ability and willingness to work as part of an On-Call ROTA (weekly shifts starting as early as 7:30am and as late as 11am)
• Willing to undergo SC clearance check if successful

About Capita Technology and Software Solutions (TSS)

Capita Technology and Software Solutions (TSS) is a global shared service, responsible for delivering innovation and digital transformation for Capita's businesses and clients. We work collaboratively with Capita's divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way. We create innovative technology and software solutions for Capita's clients and businesses while ensuring secure, resilient and predictable service delivery. TSS brings together colleagues from across Capita into a single function to deliver world-class technology and software solutions for Capita's businesses and clients.

What's in it for you?

• Opportunity to progress your career
• 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

You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that.

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.