IT Problem Management and Major Incident Coordinator

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:

MORE THAN YOU EXPECTED

Grant Thornton UK LLP is part of a global network of independent audit, tax and advisory firms, made up of some 58,000 people in over 135 countries. We're a team of independent thinkers who put quality, inclusion and integrity first. All around the world we bring a different experience to our clients. A better experience. One that delivers the expertise they need in a way that goes beyond. Personal, proactive, and agile. That's Grant Thornton.

NEW GROUND WON’T BREAK ITSELF.

Every day our teams help people in businesses and communities to do what is right and achieve their goals.

The Information Systems department is responsible for delivering and supporting the IT services that the firm relies on every day. Within it, the Service Management team plays a critical role in ensuring those services are delivered to a consistently high standard. We do this by operating and continuously improving our Service Management System, maintaining our ISO 20000 certification, and contributing to the upkeep of our ISO 27001 certification.

We’re happy to talk flexible working and consider reduced hours and job shares, we’ll support you to balance your work and life.

The IT Problem Management and Major Incident Coordinator role sits within the Service Management team and works closely with colleagues across Information Systems and the wider firm. The role brings together two complementary disciplines: investigating the underlying causes of recurring or significant incidents to prevent them happening again, and coordinating the department's response when major incidents do occur. It's a varied role with high visibility, offering the opportunity to work with technical specialists, service owners, and senior stakeholders to protect the resilience and reliability of services that the whole firm depends on.

As an IT Problem Management and Major Incident Coordinator within our 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.

Knowing you’re right for us

Joining us as a IT Problem Management and Major Incident Coordinator, the minimum criteria you’ll need is strong written and verbal communication skills, with the ability to convey technical information clearly to non-technical audiences, an analytical and investigative mindset, the ability to remain calm, organised, and decisive in stressful situations, and are able to influence and coordinate people who don't report to you, including technical specialists and senior stakeholders. 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 develop along the way.

• Demonstrable experience in an IT service management environment, ideally in a role involving problem management, major incident management, or both
• Working knowledge of ITIL practices, particularly Problem Management and Incident Management
• Experience coordinating or contributing to the response to major incidents, including communicating with technical teams and stakeholders under pressure
• Experience investigating root causes of incidents and driving problems through to resolution

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.

#LI-ME1