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Major Incident Manager
2 months ago
About the Role
We are seeking a highly skilled Major Incident Manager to join our IT Service Management team at Clifford Chance. 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 the productivity of our employees.
Key Responsibilities
- Manage major incidents and complex system failures, utilizing structured diagnostic and problem-solving skills to identify root causes and implement effective resolutions.
- Lead technical teams during high-pressure situations, motivating and managing them to achieve timely and effective incident resolution.
- Analyze complex technical information to identify patterns and trends, enabling swift resolution of incidents and proactive problem management.
- Collaborate with the wider IT team to implement improvements through Experience Level Management, enhancing system stability, performance, and customer experience.
- Develop and maintain a strong working knowledge of our Request, Change, and Release Management processes to ensure seamless integration and effective incident management.
- Provide out-of-hours, on-call Major Incident Management as part of a rota, ensuring 24/7 coverage and rapid incident response.
- Compile and present regular MI through PowerBI, ServiceNow, and MS Products, ensuring timely and accurate reporting.
- Guide and manage outsourced Incident and Problem Management teams, ensuring clear communication and effective collaboration.
- Ensure Incident and Problem Management processes and templates are clear, fit for purpose, communicated, and followed.
Requirements
- ITIL Foundation (v4) certification and Experience Level Management certification.
- Strong leadership and technical skills, with experience in managing major incidents and complex system failures.
- Excellent analytical and problem-solving skills, with the ability to analyze complex technical information and identify patterns and trends.
- Strong communication and interpersonal skills, with the ability to motivate and manage technical teams during high-pressure situations.
- Experience in continuous improvement initiatives, with a focus on enhancing system stability, performance, and customer experience.
- Proficiency in risk management and conducting post-incident reviews to prevent future occurrences.
- Experience in using ServiceNow as a Service Management toolset.
- Awareness of local and regional sensitivity issues.
- Familiarity with cloud services and managing incidents in a cloud-based environment.
- Ability to work collaboratively with diverse teams across different geographical locations.
- Strong negotiation skills to manage expectations and resolve conflicts among stakeholders.
- Exceptional customer service and working relationships with other technical and non-technical teams.
- Experience of managing third-party teams, ideally in India.
About Clifford Chance
Clifford Chance is a leading international law firm with over 30 offices across the globe. We strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight. Our firm is committed to treating all employees and applicants fairly and equally, regardless of their background, and we have a variety of flourishing employee networks to support this goal.
Equal Opportunities Statement
We are committed to delivering an equality of opportunity, an equality of aspiration, and an equality of experience to everyone who works in our firm. Find out more about our inclusive culture here.
