Major Incident Manager - 24x7 IT Operations Lead

Bell Integration; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Major Incident Management

ITIL 4 Foundation

Stakeholder management

Communication skills

Shift work/on-call

Job description

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