Alternatively, Grant Thornton
At Grant Thornton we do things differently - looking to the future, driving ambitious growth and pioneering positive change in our industry. Providing audit, tax and advisory services, we empower clients through strategic insight, curiosity, and genuine partnership. And we empower our people with real opportunity, an inclusive culture and work life balance. A true alternative.
With over 5,000 people in the UK, and a presence in 150 global markets, we're on an ambitious journey, from great to exceptional, and we need the best people to help us achieve our potential. And with that comes the opportunity to help redefine what our industry looks like, and what you want from your career.
Job Description:
Our Service Management team plays a critical role in ensuring the delivery of excellent IT services by the Information Systems department across the firm. This is achieved through the operation and continuous enhancement of our Service Management System, maintaining our ISO 20000 certification, and contributing to the upkeep of our ISO 27001 certification.
The IT Problem Management and Major Incident Coordinator ensures the resilience and reliability of the firm’s IT services by leading the identification and resolution of problems and coordinating the response to major incidents. The role supports the continuous improvement of the Service Management System and contributes to maintaining ISO 20000 and ISO 27001 certifications.
A look into the role
As an IT Problem Management and Major Incident Coordinator in the Information Systems department, you will:
· Communicate clearly and develop strong working relationships with internal stakeholders, including technical teams, service owners, managers, and business representatives.
· Own, operate, and continuously improve the firm’s Problem Management process.
· Coordinate and, where appropriate, undertake root cause investigations and implement permanent solutions, working closely with technical teams, service owners, and the Service Desk.
· Liaise with all relevant parties to ensure workarounds are applied and problems are resolved within agreed response times and Service Level Targets, minimising disruption for customers.
· Perform regular trend analysis of incidents to identify patterns and proactively raise problem records for investigation.
· Maintain awareness of the cost and business impact of problems, using this insight to prioritise and manage issues effectively.
· Coach and guide IT colleagues in the effective use of the Problem Management process and promote awareness of Major Incident Management procedures.
· Take a leading role in responding to Major Incidents, rapidly mobilising and coordinating the IS major incident response team to restore services as quickly as possible.
· Ensure a rapid, coordinated, and effective response to significant IT service disruptions.
· Promote awareness of Major Incident Management procedures across the Information Systems department.
· Provide operational support for other IT Service Management processes as required.
· Demonstrate a commitment to ongoing personal development and performance improvement.
Knowing you’re right for us
To join us as an IT Problem Management and Major Incident Coordinator, you must have strong communication and interpersonal skills in both written and verbal forms. You will also be able to demonstrate strong organisation skills including coordination, time management, planning, and attention to detail.
It would be great if you had some of the following skills, but don’t worry if you don’t tick every box, we’ll help you along the way.
· Formal ITIL training (to at least Foundation level)
· Experience of working in a second or third line IT support team
· Experience working in an ITIL/ISO 20000 environment
· Proven ability to work creatively and analytically in a problem-solving environment
· Problem Management experience
· Exposure to Major Incident Management
Knowing we’re right for you
Embracing uniqueness, the culture at Grant Thornton thrives on the contributions of all our people, we never settle for what is easy, we look beyond to deliver the right thing, for everyone. Building an inclusive culture, where we value difference and respect our colleagues helps our people to perform at the best of their ability and realise their potential.
Our open and accessible culture means you’ll interact with leaders who are interested in you and everything you bring to our firm. The things that set you apart, we value them. That’s why we give you the freedom to bring your whole self to work and pursue your passions inside and outside of work.
Beyond the job
Life is more than work. The things you do, and the people you’re with outside of work matter, that’s why we’re happy to look at flexible working options for all our roles, and we’ll always do our best to keep your work and life in balance.
The impact you can make here will go far beyond your day job. From secondments, to fundraising for local charities, or investing in entrepreneurs in the developing world, you’ll be giving back to society. It’s that drive to do the right thing that runs through our every move, grounded in our firm’s values – purposefully driven, actively curious and candid but kind.
We’re looking for people who want to contribute, spark fresh ideas and go beyond expectations. People who want to be able to proudly do what’s right, for the firm, our clients, our people and themselves. It’s how it should be.
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Celebrating our inclusive culture
