Precise Placements Ltd

Job Title: Major Incident and Experience Manager Location: London/Hybrid Salary: Competitive, plus benefits The Role We are seeking an experienced Major Incident and Experience Manager to join our IT Service Management team. This is a multi-faceted role responsible for overseeing Incident and Problem Management processes and leading all Major Incidents. You will collaborate closely with technical leads, manage global teams, and drive initiatives to improve service reliability and employee productivity through Experience Level Management. This role also involves guiding and supporting our Incident and Problem Management teams overseas, ensuring seamless integration across Incident, Problem, Request, Change, and Release Management processes. Out-of-hours, on-call Major Incident Management will be required as part of a rotation. Key Responsibilities Lead and manage Major Incident resolution, coordinating global teams for timely service restoration. Communicate effectively across IT and business stakeholders, ensuring transparency during major incidents. Drive Experience Level Management initiatives to improve service reliability and customer experience. Oversee reactive and proactive Problem Management, analysing trends to reduce incident recurrence. Maintain working knowledge of Change and Release Management to align processes with Major Incidents. Compile, review, and present operational reporting, KPIs, and service metrics using PowerBI, ServiceNow, and MS tools. Manage and mentor outsourced Incident and Problem Management teams. Ensure processes, templates, and documentation are clear, effective, and consistently followed. Work towards performance targets and maintain timely, accurate reporting. Skills & Experience Proven experience managing complex system failures and Major Incidents. Strong leadership and team management skills in high-pressure environments. Expertise in IT Service Management processes (Incident, Problem, Change Management). Experience with cloud services and managing incidents in cloud-based environments. Proficiency in risk management, post-incident reviews, and continuous improvement initiatives. Familiarity with Experience Level Agreements and service level reporting. Strong analytical skills with the ability to interpret and leverage data for service improvement. Experience managing third-party teams, ideally in India. Excellent written and verbal communication skills; confident client-facing experience. ITIL Foundation (v3 or v4) qualified; Experience Level Management certification desirable. Ability to work collaboratively across global teams, manage multiple work streams, and drive change. Qualifications ITIL Foundation v4 (minimum). Demonstrated experience in IT service management, incident resolution, and operational reporting. Working Arrangements Hybrid working model, with a minimum of 50% office attendance expected. Competitive salary and comprehensive benefits package.

Audio Visual Analyst Are you an AV specialist with a passion for technology and outstanding customer service? This is a fantastic opportunity to join a leading professional services firm, providing hands-on support with audio-visual technologies across meeting rooms, events, and collaborative spaces. The Role As an Audio Visual Analyst , you will be the go-to point of contact for all AV queries and issues, ensuring smooth operation of equipment and delivering a high-quality experience for users and clients. You'll work closely with IT and Facilities teams, supporting live events, maintaining AV equipment, and driving improvements to enhance the overall service. Key Responsibilities Act as the first point of contact for all AV enquiries and issues. Provide on-site support for meetings, conferences, and events (including early starts/late finishes when required). Proactively maintain and check AV equipment to ensure reliability and availability. Deliver training and guidance to staff on AV and collaboration tools. Liaise with third-party providers and internal teams to resolve incidents and manage maintenance. Support AV requirements for new office fit-outs and upgrade projects. Suggest improvements and bring innovative ideas to enhance the AV experience. Skills & Experience Solid understanding of AV technologies including TVs, projectors, microphones, speakers, UC platforms, and connectivity equipment. Experience with Microsoft Teams, Zoom, Crestron, and Microsoft Surface Hubs. Strong IT knowledge, ideally with exposure to Microsoft 365. Excellent communication and problem-solving skills, with the ability to resolve issues under pressure. Highly organised, proactive, and detail-oriented. Knowledge of MacOS and Windows 11, and experience within professional services, is desirable. What's on Offer Competitive salary and excellent benefits including pension, life assurance, private medical insurance, cycle-to-work, and more. Generous holiday allowance (29 days plus bank holidays, including Christmas closure). Hybrid working model (3 days in office, 2 from home). Free breakfast and lunch in the office. A friendly, supportive working culture with regular social events and wellbeing initiatives.

Application Support Analyst - Excel, Power Apps, Power Automate, SQL, ServiceNow, PowerBI Our global law firm client are currently looking to take on a new Application Support Analyst - (Excel, Power Apps, Power Automate, SQL, ServiceNow, PowerBI) to join their team on a permanent basis. The firm are a very forward thinking and modern firm with flexible working and an autonomous approach to working. This Application Support Analyst - (Excel, Power Apps, Power Automate, SQL, ServiceNow, PowerBI) will be responsible for the support of compliance systems within the compliance team with a focus on the business applications. To be considered for this Application Support Analyst - (Excel, Power Apps, Power Automate, SQL, ServiceNow, PowerBI), it's ideal you have: Experience supporting business-critical applications, ideally in compliance, legal, or risk environments Familiarity with ServiceNow or another ITSM tool for incident and request management Understanding of SaaS and on-premise system support models Strong troubleshooting, analytical, and communication skills Detail-oriented with good documentation practices Experience managing vendor relationships and external support escalations Experience with Intapp Intake and Conflicts (or similar workflow systems such as Power Automate) Good working knowledge of MS Excel and/or Power BI

Data Steward - Power BI, Dashboards, SQL, Excel, KYC Our global law firm client are currently looking to take on a new Data Steward - (Power BI, Dashboards, SQL, Excel, KYC) for a 12-month basis. Our client are an extremely laid back law firm with a very anti-micromanaged approach leaving you with a very autonomous approach. This Data Steward - (Power BI, Dashboards, SQL, Excel, KYC) role will be responsible for the analysis of data, supporting reporting needs and maintaining the data quality. To be considered for the Data Steward - (Power BI, Dashboards, SQL, Excel, KYC) role, it's ideal you have: Duties, Responsibilities & Person Specification Analyse operational data to support decision-making and performance tracking Design and maintain reports and dashboards using Power BI Write and optimise SQL queries for data extraction and transformation Act as a data steward, ensuring accuracy, consistency, and proper usage of data across teams Collaborate with stakeholders to define data requirements and identify process improvements Monitor data quality and lead issue resolution across relevant systems Support documentation and data governance activities Education, Skills & Experience Strong SQL skills (querying, data manipulation, troubleshooting) Proficient in Excel (pivot tables, lookups, formulas) Experience building reports and dashboards in Power BI Solid understanding of data quality principles and governance Attention to detail and ability to work with large data sets Desirable Experience working with KYC or other compliance-related systems Use of AI tools to analyse data and automate remediation of issues Familiarity with data stewardship or workflow tools Background in financial services or regulatory environments

Global Data Center Engineer - Azure, Cloud, AD, Active Directory, Exchange Our global law firm client are currently looking for a new Global Data Center Engineer (Azure, Cloud, AD, Active Directory, Exchange) to join them on a permanent basis. This role is as a result of continuous growth, the firm are doing phenomenally well and are one of the worlds larges and most successful law firms. They are moving heavily to the cloud and need to bring additional expertise, primarily around Azure and AD - they would welcome any candidates with true hands on experience in these areas. Anything else on the spec you can learn and will be trained into. The role will give you extensive project exposure and your CV will reflect as having moved one of the worlds largest law firms over and they really will give you all the exposure and autonomy you want. To be considered for this role it's ideal that you have: Extensive Azure experience Ideal but not necessary law firm experience Cloud qualificaitons Responsibilities: Design solutions around the hardware and virtualization layer that forms the foundation of the Firm's compute, cloud, storage, and backup environments. Collaborate with other teams and vendors when new solutions are being introduced into the environment. Ensure there is adequate power, cooling, and rack space available when designing new systems architecture to be installed into Mayer Brown offices and Data Center facilities. Ensure the CMDB is updated with all new/decommissioned hardware installed or removed from Mayer Brown offices and Data Centre facilities. Assist other teams either through remote data center hands or direct handling of equipment when new or decommissioned hardware is to be installed or removed into or out of Mayer Brown offices and Data Centre facilities. Implement new infrastructure solutions into the production environment and provide a sufficient handover, including all relevant documentation to the IT Operations team in order to support the solution moving forward. Provide guidance, validation and direction on minimum and maximum patch, firmware, versions, for operating system, hardware, and software used in Mayer Brown offices, Data Centre facilities, and cloud environment. Provide support for monthly patching exercises when assigned. Provide automation enhancements to help keep the environment consistent, ease large tasks, ensure compliance, and help with life cycle management