Job Description
Salary 40,000 - 50,000 GBP per year
Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.
Requirements:
- MSP Environment experience
Major Incident Management expertise
Post-Incident Review experience
Problem Management / Corrective Action Experience
Demonstrable, strong working knowledge of ITIL Service Management framework and process areas.
Responsibilities:
- Ensure that Major Incidents are managed in accordance with the MIM policy and procedures.
Lead the investigation and resolution of the Major Incident including documenting and tracking progress and the timeline through to resolution.
Accountable for communication to Senior Business Leaders relating to the MI.
Responsible for the Post Incident Review (PIR) meeting, collating, and assigning actions.
Responsible for tracking the PIR actions and ensuring they are completed within the agreed timescales.
Produce regular reporting on Major Incidents, Escalations and PIR action progress for Senior Business Leaders
Develop a clear understanding of business areas and how IT services support them. Develop and refine how IT incidents are prioritised based on the impact of incidents on these business services.
Establish, maintain and maximise working relationships with key external partners/suppliers that provide support services. Work collaboratively with these parties on incidents, optimising their activities and ensuring that they are focused on service restoration.
Work with support teams to identify recurring incident trends and work with the objective of driving these down.
Technologies:
- API
- Azure
- Citrix
More:
At CTS we deliver IT services covering IT strategy, technology platforms, cyber protection and managed services. Our aim is to deliver world-class IT services that transform the user experience and operational success of Law Firms and Barristers' Chambers, via cloud-based technology. We are dedicated to focusing on IT services that suit our client's individual needs and shaping our services around the unique requirements of legal sector firms and their users.Our reputation is built from our passion and commitment to delivering service excellence with integrity. We invest in our teams and in creating an inclusive culture that rewards ambition and encourages freedom to think.
Our values of Passion, Team and Excellence drive our search for new team members to join us. We care about what we do, and how we do it. We achieve more together. We learn and grow every day.