Major Incident Manager

4 months ago


London, United Kingdom DGH Recruitment Full time

Major Incident Manager / Incident Manager


A fantastic opportunity has arisen for a Major Incident Manager / Incident Manager to join our London based Global Law Firm on a permanent basis.


Major Incident Manager / Incident Manager


Summary:


The role is responsible for the oversight and management of our Incident and Problem Management processes and directly manages all in-scope Major Incidents, working closely with our London based technical leads.


Major Incident Manager / Incident Manager


Key Responsibilities:


• Major Incident Management within shift and OOH on rotation.

• Oversee and drive Incident Management activities, including the resolution of Major Incidents.

• Work to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management.

• Drive both reactive and proactive Problem Management activities, including the collation and analysis of data that helps manage activities in the follow-up to major incidents.


Major Incident Manager / Incident Manager


Attributes/Skills:


• Producing statistics and reports through PowerBI, ServiceNow and MS Products.

• Experience of managing major, and complex, system failures and issues.

• Strong leadership skills with the ability to motivate and manage technical teams during high-pressure situations.

• Deep knowledge of service management processes, particularly Incident, Problem and Change Management.


Major Incident Manager / Incident Manager


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