Incident & Problem Manager - Major Incidents, P1 - London, United Kingdom - Precise Placements

Precise Placements

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Incident & Problem Manager - Major Incidents, P1 Incidents, Incident Management

Our leading global law firm are actively looking to recruit an Incident & Problem Manager (Major Incidents, P1 Incidents, Incident Management) on either a contract or permanent basis to be responsible for the oversight and management of both the incidentand Problem Management processes and directly manages all in-scope Major Incidents.

On a day-to-day operational level, the Incident & Problem Management function covers several key activities that are critical to the success of the IT operation, including the resolution of major incidents, ongoing trend analysis/operational reporting andthe oversight of follow-up activities designed to identify and eliminate root causes of issues.

The key responsibilities for this Incident & Problem Manager (Major Incidents, P1 Incidents, Incident Management) are:

Major Incident Management within shift and OOH on rotation
rota agreed within the team.
Oversee and drive Incident Management activities, including the resolution of Major Incidents. This will often involve bringing together multiple global teams and resources in order to bring about the efficient and effective restoration of service. In additionto managing technical resolution, the team is expected to communicate progress within the wider IT community. It is therefore essential that the Incident and Problem Manager is highly customerfocused and is able to effectively communicate with people acrossall levels of IT management.
Drive both reactive and proactive Problem Management activities, including the collation and analysis of data that helps manage activities in the followup to major incidents and identifies general trends. Work with technical teams using this data to driveroot 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 fitfor purpose.
Compile and present regular management information (operational reporting, global KPIs, service reporting) through PowerBI, ServiceNow and MS Products to support senior management decision making and timely interventions.
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.

To be considered for this Incident & Problem Manager (Major Incidents, P1 Incidents, Incident Management) your background must demonstrate as many of the following:

Experience of managing major, and complex, system failures and issues. This will include demonstrable, and structured, diagnostic and problem-solving skills.
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.
Producing statistics and reports through PowerBI, ServiceNow and MS Products, reflecting the performance of an operational service.
Maintaining appropriate, accurate and robust templates, processes and documentation.
Using ServiceNow as a Service Management toolset.
Awareness of local and regional sensitivity issues.
Exceptional customer service and working relationships with other technical and nontechnical teams.
Ideally ITIL qualified (Incident Management, Problem Management, Service Operation etc).
You will have the ability to work on your own initiative, find service issues, and work with teams to resolve them.
You will have experience working with a large user base, approximately 5500 users.
To deal with the varied user base, you will need to have strong clientfacing skills, including excellent written and verbal communication skills.