Major Incident Manager

Bell Integration; Greater London; Presencial; GBP 70.000 - 110.000; Jornada completa

Descripción de la vacante

Bell Integration is seeking a customer-focused Major Incident Manager to lead the full incident lifecycle in a 24x7 environment. The role requires coordinating across technical teams, vendors and senior stakeholders, with a strong emphasis on clear communication, incident documentation and continuous improvement.

Ideal candidates will have ITIL knowledge, a track record in high-pressure bridge calls, and the ability to operate autonomously while delivering reliable, timely updates to customers

Formación

• 5+ years proven experience as Major Incident Manager in an IT Managed Service or enterprise operations environment.
• Led high-pressure Major Incident bridge calls coordinating multiple technical and support teams.
• Experience working on shifts or on call.
• Familiarity with 24x7 operations and service desks/NOC environments.
• Experience with ITIL frameworks, ITIL 4 Foundation certification preferred.
• Excellent stakeholder management, including senior leaders, customers and suppliers.

Responsabilidades

• Manage the full Major Incident lifecycle, lead and facilitate MI Bridge calls.
• Work a rota in a 24x7 shift environment to coordinate troubleshooting with support groups, vendors and partners.
• Maintain real-time incident timelines, minutes, actions and outcomes.
• Provide timely communication per the comms process and customer expectations.
• Ensure business-critical services are restored quickly, prioritising by impact and urgency.
• Review Change Management calendars for potential service disruption.
• Verify operational readiness and maintain knowledge articles and service guides.
• Assert KPI/SLA/compliance adherence and progress data through governance.

Conocimientos

Major Incident Management

ITIL 4 Foundation

Stakeholder management

Communication skills

Shift work/on-call

Descripción del empleo

Bell Integration are currently seeking a customer focused individual who Immediately aligns with Bell integrations values, Integrity, Honesty, friendly, Open and keen to work in an Agile environment

The desired candidate must demonstrate professionalism and inspire confidence when working with the team and senior management, both on the phone and face to face

We need a self-starter and a great communicator, able to work independently using your own initiative but also a strong dependable team player

Articulate in both verbal and written communication to both technical and non-technical audiences. Including the ability to produce clear Post Incident Reviews and Documentation

Key Responsibilities

• Manage the full Major Incident lifecycle, Lead and facilitate MI Bridge calls, ensuring rapid, structured, and effective Major Incident Management from initiation to resolution.
• Working a rota in a 24 x7 shift environment to initiate and coordinate troubleshooting with relevant support groups, vendors, and partners.
• Maintain accurate, real time incident timelines and minutes, capturing technical details, actions, decisions, and outcomes.
• Provide timely communication in accordance with the comms process and customer expectations.
• Ensure business critical services are restored as quickly as possible, prioritising actions based on impact and urgency.
• Manage stakeholder expectations, including senior leadership, service delivery managers, technical teams and if required the customers.
• Review Change Management calendars to identify potential service disruption.
• Verify and maintain operational readiness, including reviewing customer comms lists, service guides and knowledge articles.
• Maintain strict adherence to KPIs, SLAs, and governance frameworks, ensuring all processes are followed and all data is accurately recorded.
• Invoke Emergency Change Advisory Board (eCAB) when appropriate to restore service.
• Capture workarounds, permanent fixes, lessons learned, and ensure they are progressed through Problem Management.

Key Skills & Experience

• +5 Years proven experience as a Major Incident Manager role within an IT Managed Service environment, or similar enterprise level operations environment.
• Extensive experience leading high‑pressure Major Incident bridge calls, coordinating multiple technical and support teams.
• Experience working on shifts or on call.
• Strong understanding of 24×7 Operations, with experience working in or alongside a 24×7 Service Desk or NOC.
• Exceptional communication skills, including the ability to provide clear, concise, and structured updates to both technical and non‑technical audiences.
• Strong analytical and problem‑solving abilities, with the ability to quickly identify root causes, risks, and priorities during incidents.
• Conduct or contribute to Post‑Incident Reviews, identifying root causes.
• Ability to perform under pressure, calm, structured, and decisive in high‑impact situations.
• Experience with ITIL frameworks, ideally ITIL 4 Foundation certification.
• Excellent stakeholder management skills, capable of engaging senior leaders, customers, and suppliers.
• High attention to detail, especially when documenting incident timelines, technical actions, and service impacts.
• Experience reviewing and maintaining operational documentation, including support articles, service guides, and escalation workflows.
• Understanding of Change Management processes, including emergency change initiation and approval procedures.
• Experience working to strict SLAs and KPIs, with a focus on quality, accuracy, and compliance.

Desirable Attributes

• Experience within an IT MSP or large enterprise service operations environment.

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