Incident Manager

4 weeks ago

Dublin, Dublin City, Ireland Eircom Limited Full time
Overview

Following a period of continual growth, we are 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 reports directly to the Head of Service Delivery Mgmt.

Location: South Dublin Based – 5 days onsite

Hours of Cover: Mon – Friday 7Am – 3PM

Responsibilities
  • Own major incidents lifecycle through resolution and ensure timely communication and updates to key customer stakeholders, including executive leadership.
  • Coordinate 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.
  • Implement proactive measures to improve the quality of service being delivered.
  • Own post-incident reviews and analysis and work closely with Problem Management to identify root cause.
  • Continuously improve the service supplied to clients from both internal and external perspectives.
  • Attend Weekly, Monthly / 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 a working environment of continual service improvement.
Qualifications
  • 5 – 7 years' experience working in a large IT & Telecoms Organisation.
  • Strong technical background of benefit.
  • Service Delivery & Incident Management capabilities in particular service level management, incident management, change management and performance management.
  • Proven experience in a client facing position.
  • Hold an ITIL v3/v4 Foundation certification in Service Management.
  • In-depth knowledge of IT Service Management (ITSM) processes Incident / Problem / Change etc.
  • Significant experience of Stakeholder and Customer Relationship.
About Us / Values

Our purpose is to connect for a better Ireland.

Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.

Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir.

We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.

If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.


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