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Client:
SMBC Group
Location:
Tralee, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
0998f2d3089c
Job Views:
33
Posted:
21.01.2025
Expiry Date:
07.03.2025
Job Description:
Role Description
The Incident Manager is responsible for the end-to-end management of all IT major incidents. The manager leverages technology to issue all communications and provide timely updates to all key stakeholders and management. The Incident Manager leads, drives, facilitates, and chairs all service restoration activities, meetings, and conference calls. The role requires flexibility to work extended hours, including occasional weekends and late-night support.
Role Objectives
1. Contact support groups and coordinate resources during a major incident.
2. Manage major incidents from beginning to end, providing intermittent updates until closure.
3. Work with key stakeholders to publish a post-incident report, including a chronology of steps taken, business impact, probable root cause, and preventative actions.
4. Learn, apply, and retain a large volume of information.
5. Work under pressure while ensuring high standards of documentation and interaction with various levels.
6. Work flexible hours as described in the job scope.
7. Collaborate with the Problem Manager to identify underlying causal factors and document preventative measures before closing major incidents.
8. Perform trend analysis on recurring incidents and establish action plans with relevant technical stakeholders for permanent resolutions.
Critical Job Knowledge and Core Competencies/Skills
1. Plan and coordinate all activities required to perform, monitor, escalate, and report on major incidents.
2. Communicate with the Service Owner and all relevant stakeholders throughout the major incident.
3. Facilitate incident reviews ensuring a complete incident summary with resolution, business impact, outage times, and root cause.
4. Ensure the closure of all resolved major incidents.
5. Improve IT service quality by identifying recurring incidents and working with respective teams to implement preventative measures.
6. Establish continuous process improvement cycles for reviewing and enhancing process performance, activities, roles, responsibilities, policies, procedures, and supporting technology.
7. Collaborate with the Problem Manager to ensure preventative measures are implemented.
8. Interact with users and technical staff to correct incidents promptly.
9. Exhibit strong problem-solving and analytical skills to analyze a high volume of technical data in a fast-paced environment.
10. Be a customer-focused team player with a positive attitude, expert communication skills, and the ability to communicate technical information to non-technical users.
Qualifications and Skills
* 2 to 5 years of specialized experience.
* 3-5 years of experience in IT Incident/Service Management or a similar role.
* Required: BA/BS degree.
* Preferred: MA/MS/MBA degree.
* Licenses/Certifications: ITIL Certification preferred.
* Software Systems/Programming Languages: Prior experience with ServiceNow preferred.
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