At a Glance
- Tasks: Lead major incident management and drive resolution across global teams.
- Company: Dynamic London-based law firm with a focus on IT excellence.
- Benefits: Competitive salary, career growth, and a collaborative work environment.
- Other info: Join a team that values innovation and customer service in IT.
- Why this job: Make a real impact by resolving complex IT incidents in a fast-paced setting.
- Qualifications: Experience in managing major incidents and strong leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
A fantastic opportunity has arisen for a Major Incident Manager to join our London based law firm on a permanent basis.
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 manner.
Knowledge, Skills 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 in City of London employer: Dgh Recruitment
Join our dynamic London-based law firm as a Major Incident Manager, where you will thrive in a collaborative and customer-focused environment. We offer competitive benefits, a commitment to employee growth through continuous training, and the opportunity to work with global teams on impactful projects. Our culture prioritises innovation and excellence, making it an ideal place for professionals seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident Manager in City of London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Dgh Recruitment values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Dgh Recruitment might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Dgh Recruitment!
✨Direct Apply to Dgh Recruitment
Let's not forget to apply directly through the Dgh Recruitment website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Major Incident Manager in City of London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Dgh Recruitment.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Dgh Recruitment. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Dgh Recruitment
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
