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- 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, professional development, and a collaborative work environment.
- 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.
- Other info: Join a team that values innovation and offers excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ 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.
- Communicate progress within the wider IT community.
- Work to improve the reliability of IT Services and the end-to-end Customer Service through Experience Level Management.
- 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.
- 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, including 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 a minimum of ITIL Foundation (v4) level.
Major Incident Manager in London employer: DGH Recruitment
Contact Detail:
DGH Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those already working at the law firm you're eyeing. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for interviews by practising common questions related to Major Incident Management. We recommend role-playing with a friend or using mock interview tools to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled major incidents in the past. This will demonstrate your ability to handle high-pressure situations effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Major Incident Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Major Incident Manager role. Highlight your experience with major incidents, problem management, and any relevant ITIL qualifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've managed complex incidents and led teams under pressure. We love a good story!
Showcase Your Communication Skills: Since this role involves communicating with various teams, make sure to highlight your communication skills in your application. We need someone who can keep everyone in the loop during major incidents, so let us know how you’ve done this before!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at DGH Recruitment
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of major incident management processes. Be ready to discuss specific examples from your past experiences where you've successfully managed complex system failures. This will show that you can handle the pressure and lead teams effectively.
✨Communicate Like a Pro
Since this role requires excellent communication skills, practice articulating your thoughts clearly and concisely. Prepare to explain how you've communicated progress during incidents in previous roles, especially to non-technical stakeholders. This will demonstrate your customer-focused approach.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss your structured diagnostic and problem-solving skills. Think of scenarios where you identified patterns and trends that led to swift resolutions. Highlight your ability to analyse complex technical information and how it contributed to incident reduction.
✨Familiarise Yourself with Tools and Processes
Since familiarity with ServiceNow and other service management tools is crucial, make sure you know how to navigate them. If possible, bring examples of reports or dashboards you've created using PowerBI or similar tools. This will show that you're not just knowledgeable but also hands-on with the necessary technology.
