Job Description
Job title: Major Incident ManagerReports to: Head of OperationsLocation: Role can be based from either our Manchester or Leeds offices (Hybrid working available – 3 days on-site, 2 days remote)Hours: Monday to Friday, 37.5 hours with 60-minute lunchSalary: Up to £50,000 + benefitsAbout BCN:BCN is a leading managed IT services provider based in the United Kingdom. We specialise in delivering technology solutions to businesses across various sectors. Our services include cloud computing, cybersecurity, data management, and more.We have an open culture where collaboration, inclusion and close working with the leadership team is essential – we work together & we win together!Focus of the role:We are seeking a highly skilled and experienced Major Incident Manager to join our dynamic team. As a Major Incident Manager, you will play a crucial role in ensuring the swift resolution of major incidents, minimising impact on our clients' operations and maintaining high levels of service availability.Responsibilities:Incident ManagementLead and coordinate the resolution of major incidents, collaborating with technical teams, vendors, and other stakeholders. Manage the end-to-end lifecycle of major incidents, from identification and logging to resolution and closure including out of hours where required.Implement improvements and maintain the Major Incident Management process, ensuring adherence to industry best practices and ITIL framework.CommunicationAct as the primary point of contact for all major incidents, providing timely and accurate communication to internal teams, clients, and other relevant stakeholders.Develop and maintain communication templates, ensuring clear and concise updates are provided throughout the incident resolution process.Facilitate regular status meetings and post-incident reviews to drive continuous improvement.DocumentationMaintain detailed records of major incidents, including timelines, actions taken, and resolutions achieved.Develop and update documentation related to Major Incident Management processes and procedures.Collaboration and TrainingCollaborate with other IT teams and departments to improve incident response capabilities and overall service resilience. Provide training and guidance to technical teams on major incident handling procedures and best practices.ITIL certified to foundation level with strong practical experience of Major Incident Management.Has fundamental understanding of technical infrastructure (Networks, Servers Unix/Windows).Ability to drive through identified improvements to both systems and processes currently used within the incident and problem management processesProactively takes responsibility, owns any issues arising and follows through to resolve them (get the required result) and recognises how individual responsibility impacts team delivery and inspires others to do the sameDelivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.Why BCN?The opportunity to shape your own future with industry leading training and development and access to our BCN AcademyCompetitive salary and the ability to progress23 days holiday increasing with length of service and the option to buy additional leaveHybrid workingBirthday offCompany pension scheme2 paid leave days per annum to volunteer and support your local communityHealth cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much moreLife assuranceCycle to work scheme, electric vehicle scheme, tech scheme and retail discountsState-of-the-art office with free parkingFree 24-hour on-site gym (Manchester and Leeds)Long service gifts to celebrate the milestonesBeer Fridays, end of month pizza, pool tables (with cross office tournaments if you fancy your chances!), dress down every day, social events such as Summer BBQ, plus more!Person, Skills & Experience:Our ideal person will be an experienced Major Incident Manager, with experience in a fast paced organisation.High energy and driveWants a career, not just a jobCapacity and hunger to learnOutstanding customer service skillsGreat attention to detailPossess good organisational and time management skillsYou are innovative; you strive for improvements and share your knowledge across the team.You are a team player with strong communication skillsExcellent problem-solving skills and an inquisitive natureDrive to deliver the highest standard of workAble to adapt to changing requirementsBCN Group
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