Capgemini
Senior Out of Hours Incident Analyst
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About the job you’re considering
As a Senior Out of Hours Analyst, you will provide senior operational control across the Out of Hours service, with primary accountability for Monitoring and Event Management, Incident Management, and escalation management. You will identify emerging risk, coordinate the appropriate response, maintain clear operational oversight, and help protect service availability during out-of-hours periods.
You will operate as a senior point of coordination on shift, working closely with technical support teams, suppliers, and stakeholders to ensure events and incidents are assessed, prioritised, escalated, and progressed effectively. A secondary element of the role is to provide dynamic support to Out of Hours Analysts during busy periods, complex demand, or priority activity.
This role requires you to be on site in Inverness 5 days per week with a shift pattern of 4 nights on, 4 nights off, 4 days on, 4 days off.
Your role
- Monitor operational alerts, events, and incidents during Out of Hours periods, assessing impact and ensuring appropriate action is taken in line with agreed processes.
- Coordinate with technical teams, suppliers, and stakeholders to support the effective management, escalation, and resolution of incidents and service disruptions.
- Maintain accurate event and incident records, provide timely updates, and ensure effective handovers to support continuity of service across shifts.
- Support the prioritisation and progression of operational activity, helping to identify risks, emerging issues, and service impacts, escalating where appropriate.
- Provide guidance and assistance to Out of Hours Analysts during periods of increased demand, complex issues, or major service events, promoting consistent ways of working.
- Contribute to service quality and continual improvement by identifying trends, highlighting process improvements, and maintaining knowledge of services, procedures, and support models.
You can bring your whole self to work
At Capgemini, building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.
Your skills and experience
- Experience working in a Service Desk, Incident Management, Monitoring, Technical Support, or IT Operations environment.
- Good understanding of IT service management principles, including incident management, event monitoring, escalation processes, and service restoration.
- Ability to assess and prioritise operational issues, make sound decisions, and remain effective when working under pressure.
- Strong communication and stakeholder management skills, with the ability to provide clear updates, handovers, and escalation information.
- Good analytical and problem-solving skills, with the ability to interpret information, identify trends, and support operational decision-making.
- Proficient in the use of IT systems and tools, including Microsoft Office, ticket management systems, and monitoring platforms, with a collaborative and customer-focused approach.
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We are a Disability Confident Employer
Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
- Declare they have a disability, and
- Meet the minimum essential criteria for the role.
Please opt in during the application process.
Your security clearance and pre-employment checks
To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.
If you are successfully offered this position, you will go through a series of pre-employment checks, including:
- Identity
- Nationality (single or dual) or immigration status
- Employment history going back 3 continuous years
- Unspent criminal record check (known as Disclosure and Barring Service)
Make it real – what does it mean for you?
Your wellbeing
You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce as a critical component for us to achieve our organisational ambitions.
To help support wellbeing, we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
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Shape your path
You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications, and much more.
Shared energy
You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.
Why should you consider Capgemini?
Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs, and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology, and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering, and business operations. The Group reported 2025 global revenues of €22.5 billion.
Make it real | www.capgemini.com
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