IT Problem Management and Major Incident Coordinator

Job Description

The Information Systems department is responsible for delivering and supporting the IT services that the firm relies on every day. Within it, the Service Management team plays a critical role in ensuring those services are delivered to a consistently high standard. The IT Problem Management and Major Incident Coordinator role sits within this team and works closely with colleagues across Information Systems and the wider firm.

• Communicate clearly and develop strong working relationships with internal stakeholders, including technical teams, service owners, managers, and business representatives.
• Own, operate, and continuously improve the firm’s Problem Management process.
• Coordinate and, where appropriate, undertake root cause investigations and implement permanent solutions, working closely with technical teams, service owners, and the Service Desk.
• Liaise with all relevant parties to ensure workarounds are applied and problems are resolved within agreed response times and Service Level Targets, minimising disruption for customers.
• Perform regular trend analysis of incidents to identify patterns and proactively raise problem records for investigation.
• Maintain awareness of the cost and business impact of problems, using this insight to prioritise and manage issues effectively.
• Coach and guide IT colleagues in the effective use of the Problem Management process and promote awareness of Major Incident Management procedures.
• Take a leading role in responding to Major Incidents, rapidly mobilising and coordinating the IS major incident response team to restore services as quickly as possible.

• Strong written and verbal communication skills, with the ability to convey technical information clearly to non‑technical audiences.
• Analytical and investigative mindset.
• Ability to remain calm, organised, and decisive in stressful situations.
• Ability to influence and coordinate people who do not report to you, including technical specialists and senior stakeholders.

• Demonstrable experience in an IT service management environment, ideally in a role involving problem management, major incident management, or both.
• Working knowledge of ITIL practices, particularly Problem Management and Incident Management.
• Experience coordinating or contributing to the response to major incidents, including communicating with technical teams and stakeholders under pressure.
• Experience investigating root causes of incidents and driving problems through to resolution.

Flexible working options, including reduced hours, job shares, and utilisation of the firm’s flexible working framework.