Incident & Problem Manager

Incident & Problem Manager (6-Month Contract) Location: Hybrid Dublin 12 (23 days per week on site, remainder remote) Duration: 6-month contract Day Rate: Circa up to €450 per day (DOE) Hours: Monday Friday (office hours) Eligibility: Applicants must hold an Irish/EU passport or a full, valid permit to work full-time in the Republic of Ireland. Sponsorship is not offered for this role. About the Company and the Role Our client is a leading Irish insurance and financial services organisation, working with a strong focus on delivering trusted solutions and exceptional customer service across Ireland. You will work closely with their in-house IT and service management teams to ensure the highest standard of operational excellence for their business. Our client is seeking a highly skilled and experienced Incident & Problem Manager to join their team supporting a key internal programme. The role forms part of a dedicated service management function and is a focal point for all incidents and problems within the service. It involves regular meetings to review incident and problem trends, driving initiatives to improve service delivery and stability. The Incident & Problem Manager will collaborate with technical and management teams to ensure incidents, problems, and escalations are properly handled, updated, and managed through to resolution. You will lead major incidents during business hours, running bridge calls and ensuring communications are timely and accurate. Problem management will be a key element of the roleowning proactive problem management initiatives, ensuring problems are captured, remediated, and that permanent resolutions are identified and implemented efficiently. This position is critical to maintaining a high-performing, reliable service that consistently exceeds expectations. Key Responsibilities Own the incident and proactive problem management process. Act as the point of contact for escalations related to incidents and problems. Support compliance and quality assurance activities. Lead the Major Incidents processensuring successful resolution and delivery of RCA documentation. Attend weekly Incident and Problem Management meetings, discussing trends and recommending process improvements. Produce and manage weekly, fortnightly, and monthly incident and problem reports; contribute to monthly and quarterly service reviews. Technical Understanding (Preferred) While not a primarily technical role, familiarity or experience with the following is desirable: ServiceNow, Jira Messaging Exchange, Skype Microsoft Office 365 Virtualization, Backup & Archiving SAN Storage & Core Infrastructure Active Directory/Windows Experience Proven experience as an Incident & Problem Manager in a busy IT services environment. Strong understanding of ITIL processes (advanced ITIL qualification desirable but not essential). Experience using service management tools (preferably ServiceNow) to manage end-to-end incident and problem lifecycles. Demonstrated capability in Major Incident Management, with the ability to work under pressure, engage technical teams, and manage customer communications effectively. Skilled in analysing incident and problem trends, managing escalations, and maintaining process quality. Competencies & Qualities Strong understanding of ITIL frameworks and best practices. Excellent communication, teamwork, and interpersonal skills. Ability to develop and document processes for wider team adoption. Integrity, attention to detail, time sensitivity, and goal orientation. Strong problem-solving and analytical skills. Self-motivated with a focus on service excellence. Skills: ITIL / Service Management Major Incident Management Problem Resolution & Root Cause Analysis Benefits: Work From Home