At a Glance
- Tasks: Manage major incidents, lead calls, and ensure swift resolutions in a dynamic environment.
- Company: Join Bell Integration, a company that values integrity, honesty, and teamwork.
- Benefits: Competitive salary, flexible shifts, and opportunities for professional growth.
- Other info: Work in a fast-paced, 24/7 environment with excellent career advancement potential.
- Why this job: Be the hero who restores critical services and makes a real difference.
- Qualifications: 5+ years in Major Incident Management with strong communication skills.
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.
Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.
Major Incident Manager employer: Bell Integration
At Bell Integration, we pride ourselves on fostering a dynamic and inclusive work culture that encourages innovation and collaboration. As a Fullstack Developer in Greater London, you'll have access to cutting-edge AI technologies and opportunities for professional growth, all while working alongside talented teams dedicated to delivering high-quality software solutions. Our commitment to employee development and a supportive environment makes us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Bell Integration values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Bell Integration might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Bell Integration!
✨Direct Apply to Bell Integration
Let's not forget to apply directly through the Bell Integration website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Bell Integration.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Bell Integration. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Bell Integration
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
