ITIL / ITSM / Manchester / Law / Problem / Incident / £30,000 - £40,000 / Permanent
Problem/Major Incident Manager - Manchester
An opportunity to be based in the tech orientated Manchester office of a leading global Law Firm as their Problem/Major Incident Manager. With a vision to continue growth whilst better supporting its global network this role is responsible for the firm-wide management, maintenance and reporting on all activities within its Problem Management and Major Incident processes.
Review major incidents to determine business impact and appropriate response
Implement service restoration or impact reduction/workaround processes
Ensure rapid Service Provider engagement
Provide informative and timely communication during outages to keep stakeholders informed
Participate in "post-mortem" meetings to identify incident causes and determine measures to prevent reoccurrences.
Support Major Incident Response Teams with technical and process knowledge as needed.
Pursue a globally consistent Major Incident Management Process across all Service Providers.
Liaise with Service Providers and Incident and Change Managers, to maintain or improve response effectiveness
Work with Service Providers using appropriate reporting to resolve problems.
Monitor problem management performance metrics and KPIs and utilise trend analysis to proactively identify issues and remove problem causal factorsSummary
Job title: Problem/Major Incident Manager
Salary: £30,000 - £40,000 - Guide only
Other Benefits: Private Medical / Income Protection / Critical illness Pension.
Prior Experience: Prior Law Firm/professional services experience is desirableThe Ideal Candidate
The role requires an individual with a strong background within a similar demanding IT work environment. Additionally, we are looking for a candidate with the following:
ITSM experience with knowledge of ITSM tools.
ITILv3 certified, and experience with Incident and Problem Management
A customer service background with proven relationship management skills
Knowledge of the technologies needed to provide IT services in a complex operating environment, with a focus on highly available and resilient systems;
Experience of working in a global team;
Strog project management skills gained from experience in large/complex organisations
Prior reporting experience including pro-active/reactive trend analysis, and the ability to report to senior stakeholders as necessary with summary and progress reports.The Firm
THis highly respected and hugely successful Law firm operates on a global scale. They have always enjoyed a forward-thinking approach to IT and the role it will serve the legal industry. This has helped to cement the business as a front runner in Legal tech and presents an exciting opportunity for an enthusiastic, capable and hard-working individual who wants to be part of a Firm that is at the forefront of its industry
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