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Major Incident Manager
2 months ago
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
