Senior IT Problem and Major Incident Manager

ASHURST BUSINESS SERVICES LIMITED; Glasgow; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading law firm is seeking a Senior IT Problem and Major Incident Manager for their Glasgow office. This role involves managing incidents, mentoring staff, and championing problem management practices, with the opportunity for flexible and hybrid working arrangements.

Benefits

Competitive remuneration

Flexible working

Corporate health plans

Global professional development

Diversity and inclusion programme

Qualifications

• 5+ years in Problem Management preferred.
• 7+ years in Major Incident Management preferred.

Responsibilities

• Manage the lifecycle of problems and ensure their timely resolution.
• Provide Major Incident Management capability.
• Mentor Major Incident Managers.
• Conduct Major Incident Reviews.

Skills

Problem Management

Major Incident Management

Stakeholder Communication

Incident Analysis

Education

ITIL 4 Foundation Certification

Job description

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The Opportunity:

The Senior IT Problem and Major Incident Manager is responsible for managing the lifecycle of problems, ensuring their timely resolution and minimising their impact on the organization. As a complementary function, this role also provides Major Incident Management capability in the UK timezone.

Key responsibilities of the role include:

• 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.
• Mentor Major Incident Managers.
• Conduct Major Incident Reviews.
• Champion for the problem management practice.
• Prevent recurrence of problems through effective problem management.

This is a full-time, permanent role based in our Glasgow office with hybrid working.

More information can be found in the job description attached to the role on our careers site

About you:

The successful candidate will have:

• 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).

What makes Ashurst a great place to work?

We offer you all the things you should expect from an international law firm, some of which include:

• competitive remuneration with the flexibility to reward high performance;
• flexible working;
• corporate health plans;
• a global professional development offering for all employees; and
• an industry-leading programme that celebrates diversity and inclusion.

We are committed to delivering positive impacts to our communities through our Social Impact programme.

We aim to recruit, retain and promote the best people from the widest possible talent pools. We are committed to offering a safe and welcoming environment for all employees to ensure they are supported to work at their best.

Beyond this, what sets Ashurst apart from others is our global strength, our drive to innovate and collaborate, and our commitment to excellence. It is these values that make Ashurst a unique place to work.

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