Critical/Major Incident Manager

1 week ago

Carlow, Ireland Unum Ireland Full time

Our Story
Unum Technology Centre in Carlow serves as a strategic software development and IT services centre supporting Unum, a leading provider of income protection in the US.
Our team of IT professionals build solutions and critical business applications to digitally transform the way we do business.
The Critical Incident Manager supports senior IT leadership by ensuring high-quality service delivery from both internal teams and external vendors.
As a subject matter expert, they oversee key ITIL processes such as Change, Incident, Release, and Problem Management.
They lead medium-sized projects, provide technical consultation, and act as a liaison between business units and IT.
This role also mentors junior staff and operates independently with minimal supervision.
The Role
Defines SLAs and support models with IT and business teams.
Ensures operational readiness during service changes.
Reviews service performance and resolves delivery issues.
Builds strong supplier relationships and drives service improvements.
Provides clear reporting to track and enhance service delivery.
Leads planning with internal teams and external providers.
Manages change implementation and ITIL process adherence.
Supports incident resolution and root cause analysis.
Coordinates small to medium projects.
Mentors and trains junior staff.
Job Specifications
Bachelor's degree or equivalent experience.
4+ years in IT with strong ITIL expertise.
Excellent communication, analytical, and organizational skills.
Proven project delivery and service management experience.
Technically proficient and able to explain complex issues clearly.
Skilled in collaboration, conflict resolution, and multi-supplier environments.
Familiar with Agile/Lean principles and change management.
Proactive, flexible, and passionate about service improvement.
Able to manage sensitive information and work under pressure.
Strong time management and prioritization skills.
#Hybrid
What We Offer
Our size and successful history in Carlow means we can offer you exceptional development and progression, supported by continual learning programs, IT Certifications & third level tuition reimbursement.
We offer work-life-balance with flexible working arrangements (including hybrid) and initiatives in support of your well-being.
Our attractive range of benefits and reward initiatives includes competitive compensation, 25 days annual leave, paid health insurance, pension scheme, annual performance-based bonus, paid maternity/paternity/adoptive leave, reward programs, and an opportunity to engage with charity and community activities.
Company
Unum
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