Incident & Problem Manager

Place of work: Hybrid – Dublin 12 / Duration: Permanent / Hours of work: Monday – Friday (office hours)

Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work closely with the in-house team to provide the best customer experience that the client requires.

Auxilion are seeking a highly skilled and experienced Incident & Problem Manager to join our team delivering into our client. The role forms part of a dedicated team focused on a key client. It is a focal point for all incidents and problems within the service. It involves regular meetings to review incidents and problem trends and agree on initiatives to improve the service. Incident & Problem Manager will work with the technical teams and management team to ensure incidents, problems and escalations are properly handled, updated and managed through to the conclusion. They will also be the lead for major incidents that occur during business hours, running bridge calls and ensuring communications are timely and accurate.

Problem management will form a key part of the role, ensuring you own proactive problem management initiative within the account and that the problems are captured, remediated and permanent resolutions are identified and managed to a conclusion in a timely manner.

This role is key to ensuring that we have a service which is delivering beyond our contractual obligations.

This role involves the following:

• Own the incident and proactive problem management process
• POC for escalations related to incidents / problems
• Support compliance and quality activities
• Own the Major Incidents process ensuring they are managed to a successful completion and an RCA is documented and delivered to the client.
• Attend weekly Incident and Problem Management Meetings, discussing trends and giving insight into process improvements
• Own the weekly, fortnightly & monthly reporting on incident and problems and assist with monthly, quarterly service reviews.

Whilst not a primarily technical role, an understanding of/experience with;

• Messaging – Exchange, Skype
• Microsoft Office 365
• Backup & Archiving
• SAN storage & Core Infrastructure – Active Directory/Windows

Experience as Incident & Problem Manager in a busy IT Services environment

• Own the incident and proactive problem management process
• POC for escalations related to incidents / problems
• Support compliance and quality activities
• Own the Major Incidents process ensuring they are managed to a successful completion and an RCA is documented and delivered to the client.
• Attend weekly Incident and Problem Management Meetings, discussing trends and giving insight into process improvements
• Own the weekly, fortnightly & monthly reporting on incident and problems and assist with monthly, quarterly service reviews.
• Strong understanding of ITIL processes - advanced ITIL qualification would be desirable but not essential.
• Experience of Incident & Problem Management, analysing incident and problem trends, handling escalation, auditing quality, working with technical teams.
• Experience of Service Management tools (preferably ServiceNow) to manage end to end incident / problem life cycle
• Experience of Major Incident Management with the ability to work under pressure, engage with technical teams and manage Customer experience.
• Excellent communication, teamwork and interpersonal skills.
• Ability to create process for other team members.

• Integrity, attention to detail, timeline sensitive, goal oriented, motivated.
• Good problem-solving skills

Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

• Not Applicable

• Full-time

• Information Technology

• IT Services and IT Consulting