Job Details

Days/Hours of work: Monday – Friday, 8 hour shift (inc. 1 hour lunch) between 8am – 6pm (rota basis). Required to be on-call (rota basis)
This role requires a self-driven, customer-focused individual able 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 the IT Operations team. 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, with the rest of the team, to cover major issues across London, Europe, Middle East and India. In addition to the technical resolution, you will also be expected to communicate progress within the wider IT community and Client Services teams. 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. In this capacity you will have to demonstrate an ability to work on your 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 ensure that the information required for suitable follow up, and root cause analysis, is sufficient and provided in a timely manner.

Skills and Qualifications


Ideally qualified to ITIL Foundation level or above.
Work Experience:

Ability to demonstrate exceptional customer service

Able to manage multiple issues simultaneously

Experience of dealing with complex operational IT issues

Experience managing major incidents/P1 situations

An understanding and experience of interacting with other ITIL processes such as Change and Problem Mgt

Managing the production of statistics and reports, reflecting the performance of an operational service.

Has the ability to provide outstanding customer service

Evidence of working in high-pressured projects to tight timescales

Ideally has experience of using Remedy toolset

Strong experience or knowledge of IT environments

Awareness of local and regional sensitivity issues.

Experience of root cause analysis and problem elimination techniques

Process oriented and focused on customer service

Is self-driven and can work on their own initiative

Excellent relationship management and influencing skills (when dealing with either IT, Finance or Business Services teams or the end 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, able to identify & arbitrate conflicts between stakeholders, including project and operations teams, senior managers and suppliers

Strong organisation and interpersonal skills

Enthusiastic, self motivated, flexible and adaptable

Team player with a questioning nature

Discretion and reliability

Excellent time management skills

Thorough, problem solving mind

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