IT Incident Manager

Clifford Chance
South East England
15 Sep 2017
13 Oct 2017
Contract Type
Job Details This role requires a self-driven, proactive and customer-focused individual able to use their own initiative to manage major incidents and deliver exceptional customer service to key stakeholders within the Firm. Key Responsibilities The Incident Management team are accountable for a number of key activities that are critical to the success of IT Operations. These range from the resolution of Major Incidents, through to the provision of an operational escalation point for key business representatives. As Incident Manager your primary function is to manage and co-ordinate the resolution of major (P1) incidents. This will often involve bringing together multiple global teams and resources in order to bring about the efficient and effective restoration of service. As an Incident Manager you will be responsible for managing major issues across London, Europe, the Middle East and India. In addition to the technical resolution, you will also be expected to communicate progress within the wider IT community. It is therefore essential that the successful candidate is highly customer-focused and exhibits an ability to effectively communicate with people and across all levels of IT management. A key requirement of major incident management is being on-call during the evenings and weekend as part of a rota. Furthermore, the Incident Management team provide an essential, operational escalation path for key representatives from the business - such as Legal Technology Managers, senior Business Services Managers and the Management Group. In this capacity the Incident Manager must display excellent customer services and relationship building skills and will have to demonstrate an ability to work on their own, get results, and provide end to end ownership of issues through to resolution. The final, notable area of responsibility is assisting the Incident and Problem Management Manager to provide problem management data, manage activities in the follow up on major incidents and work with technical teams to drive root cause elimination for groups of single user incidents as part of the incident reduction program. Skills and Qualifications Qualifications: Qualified to ITIL Foundation v3 or above. Work Experience: Able to demonstrate exceptional customer service. Able to manage multiple issues simultaneously. Experience of dealing with complex operational IT issues Experience managing major incidents. Strong interactions with other ITSM processes such as Change and Problem Management. Managing the production of statistics and reports, reflecting the performance of an operational service Evidence of working in high-pressured projects to tight timescales. Ideally has experience of using Service Now toolset Strong experience or knowledge of IT environments. Awareness of local and regional sensitivity issues. Experience of root cause analysis and problem elimination techniques. General: Process orientated and customer-focused. Self-driven and can work on their own initiative. Excellent relationship management and influencing skills across IT, Finance, Business teams and the user community. Excellent written and oral communication skills. Able to quickly establish credibility with colleagues and senior management. Resilient and able to assimilate views and information quickly for decision making purposes. Able to act as a bridge between teams, both technical and non-technical Good facilitation skills necessary to agree prioritisation across multiple teams Able to identify & arbitrate conflicts between stakeholders. Strong organisation and interpersonal skills. Enthusiastic, self motivated, flexible and adaptable. Team player with a questioning nature. Discreet and reliable. Excellent time management skills. Thorough, problem solving mind. Equal Opportunities It is the Firm's policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Firm will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds. The policy applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment. The Firm will regularly review its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits. The Firm is committed to the implementation of this policy and to a programme of action to ensure that the policy is, and continues to be, fully effective. All staff are required to comply with the policy and to act in accordance with its objectives so as to remove any barriers to equal opportunity. Any act of discrimination by employees or any failure to comply with the terms of the policy will result in disciplinary action.