Problem/Major Incident Manager

Recruiter
Freshfields Bruckhaus Deringer
Location
United Kingdom
Posted
14 Apr 2018
Closes
18 Apr 2018
Contract Type
Permanent
Hours
Full Time
Problem/Major Incident Manager THE ROLE We are seeking a Problem/Major Incident Manager to join Freshfields atour new Global Centre (Europe) in Manchester. The Problem/Major Incident Manager is responsible for the firm-widemanagement, maintenance and reporting on all activities within theProblem Management and Major Incident processes. ABOUT US Freshfields Bruckhaus Deringer is a major international law firm,providing business law advice of the highest quality. We want to be thelaw firm that clients turn to for legal advice where it matters most,wherever in the world that may be. We deliver seamless service acrossborders, cultures and languages, and the launch of the FreshfieldsGlobal Centre (Europe) is central to this vision. Our aspiration is to extend the Centre outside Europe, enabling us togive our lawyers the worldwide 24/7 support they need to deliverexcellent client service. You will be joining us in the early stages of this initiative, andhelping to shape this new and exciting way of delivering our globalservices. Whatever your area of expertise, this is a place where you canbe yourself and really flourish. ABOUT IT The IT Department is responsible for providing technology and supportto enable fee earners and business services employees to operateefficiently both internally and with their clients. The IT department iscomprised of two functions, Customer Services and Technology Services.These two functions work closely together with the shared goal ofdelivering strategic business value through the application oftechnology. IT operates as a global team with regional presence in mostof our offices. Our centralised IT infrastructure is maintained andmanaged by Technology Services and Customer Services provides allbusiness facing support and services. KEY RESPONSIBILITIES AND DELIVERABLES Major Incident Management Assess business impact and urgency, declare major incident andtrigger business continuity procedures or disaster recovery as applicable; Manage and oversee service restoration or impact reduction(implementation of workarounds); Ensure timely Service Provider engagement (cross-tower, external, etc.); Provide end-to-end outage and business communications; Participate in post mortem meetings and drive service providers toidentify root cause including well defined corrective/preventativeaction plans; Acts as escalation point for Service Providers where resolutionownership is disputed; Provides technical and process guidance support for Major Incidentresponse Teams; Provides guidance and assistance to Service Providers to ensure aglobally consistent approach to Major Incident Management Process; Ensures customer business interests are maintained over and abovethose of any specific Service Provider; Collaborate with Service Provider Towers, Incident Managers, andGlobal Change Managers to ensure effectiveness of the Major IncidentManagement Process. Problem Management Manage problem record lifecycle by ensuring that respectiveIncidents, Problems or Changes are identified, recorded and tracked toresolution in line with agreed resolution plans; Pro-actively identify operational issues and trends; Provides appropriate reporting and drive resolution working directlywith Service Providers; Monitors problem management performance metrics and Key PerformanceIndicators (KPIs); Facilitates and participates in problem management meetings withfocus on recent major incidents, RCA status, incident trending, andoperational issues. KEY REQUIREMENTS Essential Understanding and experience of ITIL, particularly Incident, Requestand Problem Management; An understanding of the technologies involved in the provision of ITservices in a complex operating environment, especially highly availableand resilient systems; Prior experience of working in a global team; Previous experience and demonstrable success in project delivery inlarge organisations (e.g. customers in different locations); A strong background in customer service and proven relationshipmanagement skills; Reporting on pro-active and reactive trend analysis; Reporting to all levels on summary and progress reports; Previous process embedding and maturation; A logical thinker with strong analytical skills; Able to demonstrate a methodical approach to design, delivery andproblem solving; Ability to advise others in how to apply process and policy. Desirable Excellent proven record in Problem Management and Major IncidentManagement within an IT environment; Law firm experience. Technical ITILv3 Service Management Foundation Certificate (or equivalent); Knowledge of service management tools. Freshfields is an equal opportunities employer and all applicationsreceived by the firm will be considered by the firm on the basis oftheir merit alone and we welcome applications from all suitablyqualified individuals regardless of background. All offers of employmentwill be conditional on the candidate having/securing the right to workin the UK and providing the firm with evidence of that right (asrequired by the Immigration, Asylum and Nationality Act 2006) prior toemployment commencing. Please note that, in line with the requirementsof the UK Border Agency, non-EEA candidates may not be appointed to apost if a suitably qualified, experienced and skilled EEA candidate canfill the position. Freshfields is a Ban the Box employer. We ask applicants to disclosecriminal convictions only when a conditional job offer is made. Aconviction does not automatically lead to withdrawal of the offer: wemake decisions on a case by case basis and take a number of factors intoaccount (e.g. the role you are applying for and the circumstances of theoffence). You would have the opportunity to discuss the matter with usbefore we make a decision. APPLY NOW - provided by Dice BUSINESS CONTINUITY, DISASTER RECOVERY, INCIDENT MANAGEMENT, ITIL, PROBLEM MANAGEMENT, SERVICE MANAGEMENT

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