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Major Incident Manager
1 month ago
Clifford Chance is seeking a highly skilled Major Incident Manager to join our IT Service Management team. As a key member of our team, you will be responsible for overseeing and managing our Incident and Problem Management processes, ensuring the reliability of our services, and providing exceptional customer service.
Key Responsibilities:- Manage and resolve major incidents, working closely with our London-based technical leads.
- Drive Incident Management activities, including the resolution of major incidents, and communicate progress within the wider IT community.
- Improve the reliability of IT services and the end-to-end customer experience through Experience Level Management.
- Collaborate with technical teams to drive root cause elimination and incident reduction.
- Compile and review regular MI, including operational reporting, global KPIs, and service reporting.
- Guide and manage outsourced Incident and Problem Management teams.
- Ensure Incident and Problem Management processes and templates are clear, fit for purpose, and followed.
- Experience in managing major and complex system failures and issues.
- Strong leadership skills with the ability to motivate and manage technical teams during high-pressure situations.
- Ability to analyze complex technical information to identify patterns and trends.
- Deep knowledge of service management processes, particularly Incident, Problem, and Change Management.
- Proficiency in risk management and conducting post-incident reviews.
- Experience in continuous improvement initiatives to enhance system stability and performance.
At Clifford Chance, we offer a dynamic and inclusive work environment, with opportunities for growth and development. We are committed to treating all employees and applicants fairly and equally, regardless of their background or characteristics.
We have a variety of flourishing employee networks, which provide a platform for colleagues to share experiences and advocate for change. Our goal is to deliver an equality of opportunity, an equality of aspiration, and an equality of experience to everyone who works in our firm.
