Major Incident Manager

A Major Incident Manager manages significant outages and crises and reports issues to problem management. At this level, you will work closely with workplace services, infrastructure, applications operators and communication managers. In some departments, you may also be the head of service. 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.

What you will be doing:

• Manage 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
• Incident closure
• Production of Management Incident Information
• Manage the progression and closure of other incidents.
• Conduct incident reviews with lines of service within agreed timescales
• Compile and distribute Post Incident Reports within agreed timescales
• Develop and maintain management information reporting as necessary
• Update and maintain process documentation
• Escalate any potential issue to the Head of Major Incident Management at agreed times

What we are looking for:

• Previous experience of a Service Desk Environment
• Previous experience in high-priority incident management
• Knowledge of Remedy or similar tools and the Incident Management process
• ITIL awareness
• Willing to undergo SC clearance check if successful

What's in it for you?

• A competitive basic salary + on call allowance
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• Company-matched pension, life assurance, a cycle2work scheme, 15 weeks fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socializing to health & well-being, travel, and technology

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses and clients.

We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services - from working collaboratively with Capita's businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.

TSS is right at the heart of Capita, as we work to create a technology-led organisation. You'll be part of a Capita-wide network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. 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. Our purpose is to create a better outcome for you.

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 Iqbal at reasonableadjustments@capita.com or call 07784 237318 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