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For Companies At a Glance
- Tasks: Lead major incident management and problem resolution in a dynamic law firm.
- Company: Join a reputable Glasgow-based law firm with a strong commitment to IT excellence.
- Benefits: Enjoy a permanent role with opportunities for professional growth and development.
- Why this job: Be a key player in improving IT processes and making a real impact.
- Qualifications: 5+ years in Problem Management and 7+ years in Major Incident Management required.
- Other info: ITIL certifications are essential; ServiceNow experience is a plus.
The predicted salary is between 48000 - 72000 £ per year.
Senior IT Problem & Major Incident Manager
A fantastic opportunity has arisen for a Senior IT Problem & Major Incident Manager to join our Glasgow based law firm on a permanent basis.
Senior IT Problem & Major Incident Manager
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.
*Mentor Major Incident Managers.
*Conduct Major Incident Reviews.
*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
Senior IT Problem & Major Incident Manager
Knowledge, Sills 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.
*Possess strong analytical and problem-solving skills.
*Possess 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.
Senior IT Problem & 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
Senior IT Problem & Major Incident Manager in Glasgow employer: DGH Recruitment
Contact Detail:
DGH Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Problem & Major Incident Manager in Glasgow
✨Tip Number 1
Familiarise yourself with the ITIL framework and its principles, especially focusing on problem and incident management. This will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the IT Problem Management field, particularly those who have experience in law firms or similar environments. Engaging with them can provide insights into the specific challenges and expectations of the role.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully managed major incidents. Highlight your analytical skills and how you've influenced stakeholders during critical situations to showcase your expertise.
✨Tip Number 4
Stay updated on the latest trends and tools in ITSM, particularly ServiceNow, as familiarity with these can set you apart from other candidates. Mentioning your proficiency in these tools during discussions can strengthen your application.
We think you need these skills to ace Senior IT Problem & Major Incident Manager in Glasgow
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Senior IT Problem & Major Incident Manager position. Tailor your application to highlight your relevant experience in ITIL frameworks and major incident management.
Highlight Relevant Experience: In your CV and cover letter, emphasise your 5+ years of experience in Problem Management and 7+ years in Major Incident Management. Provide specific examples of how you've successfully managed incidents and improved processes in previous roles.
Showcase Certifications: Clearly list your ITIL certifications, especially ITIL 4 Foundation, Problem Management, and Incident Management. This will demonstrate your commitment to the field and your qualifications for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your skills and experience but also conveys your passion for problem management. Discuss how you can contribute to the firm's success and your approach to mentoring and training others in the practice.
How to prepare for a job interview at DGH Recruitment
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of the ITIL framework during the interview. Be prepared to discuss how you've applied ITIL-aligned problem management processes in your previous roles, as this is crucial for the Senior IT Problem & Major Incident Manager position.
✨Demonstrate Incident Management Experience
Share specific examples of how you've managed major incidents in the past. Discuss your approach to stakeholder communication, incident analysis, and resolution, especially in high-pressure situations, as this will show your capability to handle the responsibilities of the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to conduct root cause analysis. Practise articulating your thought process and methodologies for resolving issues, as this will demonstrate your analytical capabilities.
✨Emphasise Mentorship and Leadership Skills
Since mentoring Major Incident Managers is part of the role, be ready to discuss your leadership style and any experience you have in training or guiding teams. Highlight instances where you've successfully influenced stakeholders or improved team performance.
