IT Incident Mgmt Lead

About the role

The IT Incident Management Lead is accountable for the Incident Management practice at K&L Gates LLP. This role ensures rapid restoration of IT services with minimal disruption to client work, court deadlines, and firm operations.

Responsibilities

• Own and continuously improve the Incident Management and Major Incident Management practices
• Declare, lead, and de-escalate Major Incidents; manage bridges and global swarming
• Ensure accurate incident prioritization based on legal, client, and business impact
• Cook up cross-functional resolution activities and vendor engagement
• Own executive and stakeholder communications during high-impact incidents
• Ensure incidents are logged, managed, and closed in ServiceNow ITSM
• Facilitate Post-Incident Reviews and drive corrective actions through Problem Management
• Ensure audit-ready documentation and compliance with firm risk standards

Requirements

• 5+ years of experience in IT operations or IT Service Management
• Demonstrated leadership of Major Incidents in complex, global environments
• ITIL® 4 Foundation certification required (higher-level certifications preferred)
• Hands-on experience with ServiceNow ITSM Incident Management
• Working knowledge of CMDB / CSDM concepts
• Exceptional communication, facilitation, and decision-making skills
• Ability to lead calmly under pressure and influence across global teams

Qualifications

Not specified

Skills

Not specified

Benefits

Not specified

Pay

$128,000 - $199,000 / year. The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors.

Schedule

Not specified