Major Incident Manager/Major Incident Manager

Major Incident Manager/Major Incident Manager

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

Major Incident Manager/Major Incident Manager

Responsibilities and Duties:

* Major Incident Management within shift and OOH on rotation.
* Oversee and drive Incident Management activities, including the resolution of Major Incidents. This will often involve bringing together multiple global teams and resources to bring about the efficient and effective restoration of service. In addition to managing technical resolution, the team is expected to communicate progress within the wider IT community. It is therefore essential that the Major Incident and Experience Manager is highly customer-focused and can effectively communicate with people across all levels of IT management.
* Work to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management. Also, play an active role in the Experience Management Group (XMG) - chairing the forum where required.
* 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 and identifies general trends. Work with technical teams using this data to drive root cause elimination as part of an incident reduction programme.
* Retain a working knowledge of the Change and Release Management processes to enable appropriate feedback/decisions on Changes linked to Major Incidents and to ensure that the processes within this area, in general, dovetail appropriately and remain fit for purpose.
* Compile, review and present regular MI (operational reporting, global KPIs, service reporting) through PowerBI, ServiceNow and MS Products.
* Guide and manage the outsourced Incident and Problem Management teams.
* Ensure the Incident and Problem Management processes and templates are clear, fit for purpose, communicated and followed.
* Work towards targets and ensure documentation is produced in a timely and accurate

Major Incident Manager/Major Incident Manager

Knowledge, Sills and Experience:

* Experience of managing major, and complex, system failures and issues. This will include demonstrable, and structured, diagnostic and problem-solving skills.
* Strong leadership skills with the ability to motivate and manage technical teams during high-pressure situations.
* Ability to analyse complex technical information to identify patterns and trends that can lead to a swift resolution of incidents.
* Deep knowledge of service management processes, particularly Incident, Problem and Change Management.
* Dealing with complex operational IT issues, ensuring that they are resolved and communicated in an effectively and timely fashion.
* Maintaining appropriate, accurate and robust templates, processes and documentation.
* Experience of 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.
* The post-holder should be qualified to minimum of ITIL Foundation (v4) level.

Major Incident Manager/Major Incident Manager

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business