In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity—not just answers—in all areas of business. We embrace diverse backgrounds and global perspectives, and we cultivate diversity by respecting, including, and valuing one another. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel.

Kroll’s Cyber Risk team works on over 2,000 cases a year, including some of the most complex and highest profile matters in the world. With experts based around the world, supported by ground-breaking technology, we help protect our client’s data, people, operations and reputation with innovative assessments, investigations and intelligence. We are the only company in the world with the expertise and resources to deliver global, end-to-end cyber risk management, supporting organizations through every step of their journey toward cyber resilience.

Clients count on us for quick and expert support in the event of and in preparation against a cyber incident; from incident response to risk assessments, and complex forensics to breach notification and ID theft remediation we help clients – of all sizes – respond with confidence.

At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. Apply now to join One team, One Kroll.

The Kroll Cyber Risk Service Operations team are looking for an individual to join our team as we mature our Service Management practice within an ITIL framework. We are looking for someone enthusiastic, motivated, and keen to drive service & process improvements to ensure the best outcome for our customers. This role will be focused on (but not limited to) Change Management, Major Incident Management & Problem Management primarily, and candidates should be comfortable with the key responsibilities that span those areas.

This role will require the selected individual to be on-call on a rotational basis for major incident support.

Responsibilities

• Coordination, ownership and management of major incidents
• Chairing major incident debrief meetings & producing major incident reports
• Coordinating & documenting root cause analysis investigations, owning remediation activity to ensure solutions to problems are identified & implemented
• Sharing knowledge on known problems and issues to reduce fault downtime
• Managing the change process to ensure that changes are being properly documented, implemented and communicated to impacted stakeholders
• Chairing CAB meetings & ensuring appropriate approvals are being received for service-impacting changes
• Supporting risk management efforts to proactively identify risks & collaborate on solutions to mitigate
• Management of internal and customer escalations to coordinate resolution efforts
  
  

Requirements

• +1 years of practical experience in an ITIL service management environment
• Experience of at least one of Major Incident Management, Problem Management or Change Management practices
• Excellent written & verbal communication skills
• Experience working with Microsoft applications e.g. Word, PowerPoint
• The ability to multi-task and work to KPIs within a fast-paced environment
• A proactive approach to mitigate issues before they arise and the ability to understand the issue and come up with a plan of action to resolve it
• Experience working in fast-paced managed service provider environments
• Experience in confidently chairing meetings with a variety of stakeholders to ensure clear outcomes/actions are understood
  
  

Desirable

• ITIL Foundation v4 certification
• Experience using Jira Service Management
  
  

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

In order to be considered for a position, you must formally apply via careers.kroll.com.