Bell Integration
Major Incident Manager
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About the Role
Bell Integration are currently seeking a customer-focused individual who immediately aligns with Bell Integration's 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.
- Work a rota in a 24 x 7 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, prioritizing 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.
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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.
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Desirable Attributes
- Experience within an IT MSP or large enterprise service operations environment.
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