Incident Manager

1 week ago

Dublin, Ireland Pontoon Solutions Full time

Job Title: Incident Manager Location: DUB12-OneBurlington (Dublin, IE) - 5 days a week onsite Contract Type: Fixed Term Contract Contract Length: 6 Months Working Pattern: Full Time Rate: €32.65 via PAYE About the Role Join our dynamic OpsTech Solutions Command centre (OCC) team as an Incident Manager II This is an exciting opportunity to play a crucial role in ensuring operational stability and delivering exceptional customer satisfaction. If you thrive in a fast-paced, collaborative environment and are passionate about problem-solving, this role is for you As an Incident Manager, you will lead high-severity incident response calls, drive root cause analysis, and implement process improvements that impact operations globally. You'll collaborate with a talented team of engineers to maintain the health and availability of vital systems. Key Responsibilities Lead high-severity incident response calls and coordinate resolution efforts across global teams. Ensure rapid and accurate triage for a remote support organisation. Direct engineers and technical teams to swiftly resolve critical issues. Serve as the primary liaison and escalation point for Field Operations and Field IT. Conduct thorough root cause investigations and implement preventive measures. Drive process improvements for Global Operations teams. Communicate effectively with all levels of management and across functions. Maintain a strong customer focus to ensure operational excellence. Basic Qualifications Experienced in Global Incident Management. Problem Management experience. hands-on technical role focused on networking in large-scale data centre or WAN environments. Experience in supporting Field IT and Operations with high-severity issues. Strong cross-functional communication skills. Familiarity with ticketing tools and integrations. Technical experience in networking, Linux administration, Microsoft administration, or Cisco network configuration. Knowledge of scripting languages (Python, Perl, Shell) or a willingness to learn. Detail-oriented with strong analytical and prioritisation skills. Ability to thrive in a fast-paced, dynamic environment. Preferred Qualifications Global Incident and Problem Management. Advanced technical expertise in IP routing protocols, TCP/IP networking, and network security. Experience with Cisco or Juniper platforms, server load balancers, and firewalls. Strong ownership mindset and ability to manage complex tasks. Superior technical aptitude and demonstrated problem-solving ability. Familiarity with enterprise networking environments and virtualization. What We Value A relentless customer obsession and commitment to operational excellence. Attention to detail and proactive risk mitigation. Strong teamwork and collaboration across global teams. If you're ready to step into a role that offers both challenge and excitement, we want to hear from you Apply today and be a part of a team that values innovation and excellence in tech operations. Let's make a difference together Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

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