Incident Manager Role
4 weeks ago
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Following a period of continual growth, we are excited to be recruiting a Technical Incident Manager who will be responsible for incident response coordination, minimizing downtime, identifying root causes, and driving continuous improvement in incident management processes for one of eir evo's largest dedicated Managed Service customers.
The role is a senior position working on a client site and reporting directly to the Head of Service Delivery Management.
Location: South Dublin – 5 days onsite
Hours of Cover: Mon – Fri, 7 AM – 3 PM
Responsibilities:- Ownership of major incidents lifecycle through resolution & ensure timely communication and updates to key customer stakeholders, including executive leadership.
- Coordination of dedicated eir evo technical teams during incidents.
- Ensure all agreements are confirmed and understood within the Client SLAs and manage service delivery in line with these deliverables and the associated KPIs and KRIs.
- Participate in on-call rotation for incident response outside business hours.
- Ensure proactive measures are in place to improve the quality of service being delivered.
- Ownership of post-incident review & analysis, working closely with Problem Management to identify root causes.
- Work to continuously improve the service provided to clients from both internal and external perspectives.
- Attend weekly, monthly, and quarterly review meetings with the client, providing report dashboards as input to all Service Level Reviews.
- Comply with and adhere to key support processes within an ITIL Framework.
- Foster an environment of continual service improvement.
- 5–7 years' experience working in a large IT & Telecoms organization.
- Strong technical background beneficial.
- Service Delivery & Incident Management capabilities, including service level management, incident management, change management, and performance management.
- Proven experience in a client-facing role.
- ITIL v3/v4 Foundation certification in Service Management.
- In-depth knowledge of IT Service Management (ITSM) processes such as Incident, Problem, and Change.
- Significant experience in Stakeholder and Customer Relationship Management.
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