Senior IT Problem & Major Incident Manager

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.

• 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.

Senior IT Problem & Major Incident Manager

• 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, Service Now a plus.

Mid‑Senior level

Full‑time

Information Technology

Staffing and Recruiting, Legal Services, and Law Practice

Erskine, Scotland, United Kingdom (2 weeks ago)

Location:

Glasgow, Scotland, United Kingdom