Senior IT Problem and Major Incident Manager

ASHURST BUSINESS SERVICES LIMITED; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading international law firm is seeking a Senior IT Problem and Major Incident Manager in London. This full-time, hybrid role involves managing problem lifecycles and major incidents, requiring at least 5 years in Problem Management and 7 years in Major Incident Management. ITIL 4 Foundation certification is required. The firm offers competitive remuneration, flexible working, and a commitment to inclusion and diversity.

Benefits

Competitive remuneration

Flexible working

Corporate health plans

Global professional development

Qualifications

• 5+ years of experience in the Problem Management practice.
• 7+ years of experience in Major Incident Management and Critical Situation Management.

Responsibilities

• Manage the lifecycle of problems and ensure their timely resolution.
• Provide Major Incident Management in the UK timezone.
• Conduct Major Incident Reviews and mentor Incident Managers.

Skills

ITIL framework knowledge

Major Incident Management

Stakeholder communication

Incident analysis

Stress management

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 London 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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