Senior IT Problem and Major Incident ManagerA fantastic opportunity has arisen for a Senior IT Problem and Major Incident Manager to join our Glasgow based law firm on a permanent basis.

Responsibilities

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.

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.

Knowledge, Skills 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.

Strong analytical and problem-solving skills.

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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Staffing and Recruiting, Legal Services, and Law Practice

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