Find a job 
Featured Companies 
Featured Universities 
For Companies 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.
- 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 customer service in IT.
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 employer: DGH Recruitment
Contact Detail:
DGH Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Major Incident Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by brushing up on your incident management skills. Be ready to discuss your experience with major incidents and how you've led teams through high-pressure situations. We want to see that you can communicate effectively and keep everyone calm during a storm!
✨Tip Number 3
Showcase your problem-solving prowess! During interviews, share specific examples of how you've tackled complex IT issues and driven root cause elimination. This will demonstrate your analytical skills and your ability to improve service reliability.
✨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 are proactive and engaged with our company. Let’s get you that Major Incident Manager position!
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Major Incident Manager role. Highlight your experience with incident management, problem-solving skills, and any relevant ITIL qualifications. We want to see how your background aligns with 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 passionate about this role and how your skills can help us improve our IT services. Keep it concise but impactful – we love a good story!
Showcase Your Communication Skills: Since this role involves liaising with various teams, make sure to demonstrate your communication skills in your application. Whether it's through examples in your CV or your cover letter, show us how you can effectively communicate across all levels of IT management.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at DGH Recruitment
✨Know Your Major 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 incidents, especially in high-pressure situations. This will show that you not only understand the theory but can also apply it effectively.
✨Showcase Your Leadership Skills
As a Major Incident Manager, you'll need to lead teams through challenging times. Prepare to share stories that highlight your leadership abilities, particularly how you've motivated and managed technical teams during crises. Think about how you can demonstrate your ability to communicate clearly and effectively with all levels of IT management.
✨Get Familiar with the Tools
Since the role involves using tools like ServiceNow and PowerBI, make sure you're comfortable discussing your experience with these platforms. If you have any specific achievements or insights gained from using these tools, be ready to share them. This will show that you're not just familiar with the tools but can leverage them for effective incident management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills and ability to analyse complex information. Practice articulating your thought process when faced with a major incident. Highlight how you would gather data, identify trends, and drive root cause elimination to prevent future issues. This will demonstrate your analytical skills and proactive approach.
