Senior IT Problem & Major Incident Manager

DGH Recruitment Ltd.; Scotland; On-site; GBP 65,000 - 85,000; Full time

Job summary

A Glasgow-based law firm is seeking a Senior IT Problem & Major Incident Manager for a permanent position. The ideal candidate will have over 5 years of experience in Problem Management and 7 years in Major Incident Management. Key responsibilities include managing ITIL-aligned processes, conducting Major Incident Reviews, and facilitating root cause analysis. Candidates must be certified in ITIL 4 Foundation, with strong analytical and communication skills. The firm offers competitive compensation and career growth opportunities.

Qualifications

• 5+ years experience in Problem Management practice.
• 7+ years experience in Major Incident and Critical Situation Management.
• Strong analytical and problem-solving skills.

Responsibilities

• Manage ITIL-aligned problem management processes.
• Conduct Major Incident Reviews and mentoring.
• Prevent recurrence of problems and facilitate root cause analysis.

Skills

Problem Management

Major Incident Management

Analytical skills

Communication skills

ServiceNow

Education

ITIL 4 Foundation

ITIL 4 Problem Management

ITIL 4 Incident Management

Tools

ITSM tools

Job description

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 and 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.
• Mentor Major Incident Managers.
• Conduct Major Incident Reviews.
• 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, Sills 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.

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business