Senior IT Problem & Major Incident Manager

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

Overview

Senior IT Problem & Major Incident Manager role based in London. This position requires strong ITIL-based problem management, major incident handling, and leadership to drive continuous improvement in problem processes.

Responsibilities and Duties

• Have a sound understanding of the ITIL framework and practical experience in operating ITIL-aligned problem management processes.
• Significant experience in managing major incidents, including stakeholder communication, incident analysis and resolution, and working in stressful situations.
• Champion for the problem management practice.
• Prevent recurrence of problems through effective problem management.
• Facilitate root cause analysis and methodologies.
• Ensure effective problem resolution through collaboration.
• Ensure accurate problem records and known errors.
• Organise and chair meetings related to the practice.
• Provide problem training and guidance to resolution teams.
• Provide reports and metrics on problem activities.
• Audit problem activities.
• Continuously improve problem processes by identifying, proposing, and implementing improvements.

Background / Knowledge, Skills and Experience

• Experience in the Problem Management practice, 5+ years preferred.
• Experience in Major Incident Management and Critical Situation Management, 7+ years preferred.
• Certified in ITIL 4 Foundation (required).
• Certified in ITIL 4 Problem Management (preferred).
• Certified in ITIL 4 Incident Management (preferred).
• Knowledge of ITIL 4 principles and practices.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Confident in constructively challenging the status quo and influencing stakeholders to achieve optimal outcomes.
• Proficiency in ITSM tools; ServiceNow a plus.

Seniority

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Staffing and Recruiting
• Legal Services
• Law Practice

Note: This page may include related job postings or reminders; only the above content pertains to the Senior IT Problem & Major Incident Manager role.