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.
Responsibilities & 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.
* 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, 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.
* 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.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Staffing and Recruiting, Legal Services, and Law Practice
Erskine, Scotland, United Kingdom (2 weeks ago)
Location: Glasgow, Scotland, United Kingdom
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