Description
You will be responsible for leading recovery of high priority incidents, running post incident reviews, tracking action items to closure, and chairing CAB meetings. You will also be responsible for supporting resolution of lower priority incidents and ticket management. You will be the first point of escalation for business and IT teams for ITSM related topics.
Key Responsibilities
- Lead and drive major incidents towards mitigation and resolution
- Provide timely and meaningful updates to stakeholders
- Lead Post Incident Review and Problem Management meetings with key stakeholders to review events and opportunities for ongoing improvement
- Chair CAB meetings and ensure all approved changes are thoroughly vetted
- Work in a round-the-clock shift model, including holidays and weekends, on a rotational basis
- Continuously look for automation and improvement opportunities for IT Service Management
- Support auditing requirements
- First point of escalation for business and IT teams for IT Service Management
Skills, Knowledge and Expertise
- 5+ years of experience in similar roles - e.g., Incident Manager, Technical Escalation Engineer, etc.
- Capabilities to identify and analyze problems logically and systematically
- Strong communication skill, must be able to articulate technical issues in a meaningful way to both engineers and executive level management
- Crisis management skill: ability to maintain calm during stressful situations; demonstrate leadership skills under fast-paced, highly dynamic situations, pursue multiple threads at the same time, and drive solution for complex issues
- Deep understanding of ITIL processes, hands-on experience in Incident Management, Problem Management & Change Management
- Open to change and ability to function in fast paced environment
- ITIL certification is a plus
- Experience in AWS is a plus
Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA?
- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together
About Dye & Durham
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between. Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.
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