Incident Coordinator/Incident Management Role
Location: Galway
Work Pattern: Hybrid - 2 days on site
Role Purpose:
You will be managing the business and technical incidents and high priority problems to resolution to ensure minimal impact to the business and client's business. You will analyze incidents and problems, identify trends, and develop working practices and resolutions to minimize the risk of recurring issues.
You will communicate and work proactively with wider business stakeholders, managing expectations and ensuring strong customer relationships are maintained.
Role Responsibilities:
1. Develop the Business Incident operation.
2. Organize support and other resources during major incidents to reach resolution as quickly as possible.
3. Bridge calls and manage communications with internal and external stakeholders.
4. Proactively identify potential problems and resolve them before they impact the business.
5. Work closely with the Change and Release Management team to ensure changes have been raised to resolve incidents and known errors, and that the impact of changes is fully understood.
6. Work closely with key suppliers that support the business to reduce issues and improve resolution speed.
Key Skills and Experience:
1. Experience in incident management, identifying root causes, advising on solutions and remedial actions during and after a major incident.
2. Previous experience managing customer expectations.
3. Excellent written and verbal communication skills.
4. Strong accuracy and attention to detail.
5. Strong Stakeholder Management skills.
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