Head of Outsourced Incident Management
If selected you will be responsible for
Incident response co-ordination, minimizing downtime, identifying root causes, and driving continuous improvement in incident management processes
for one of
eir evo's largest dedicated Managed Service customers.
The role is a senior position working on a client site in South Dublin and reporting directly to the Head of Service Delivery Management.
Responsibilities:
* Ownership of
major incidents lifecycle
through resolution & ensure timely communication and updates to key customer stakeholders, including executive leadership.
* Coordination of dedicated eir evo technical teams
during incidents
* Ensure all agreements are confirmed and understood within the
Client SLAs
and manage service delivery in line with these deliverables and the associated
key performance indicators (KPIs)
and
key Risk indicators (KRIs).
* Participate in on-call rotation for incident response outside business hours.
* Ensuring that
proactive measures
are in place to
improve the quality of service
that is being delivered.
* Ownership of
post-incident review & analysis
as well as working closely with Problem Management in identifying root cause.
* Work to
continuously improve the service
that we supply to our clients both from an internal and external perspective
* Attend
Weekly, Monthly / Quarterly Review meetings
with the client, providing report dashboards as input to all Service Level Reviews.
* Comply and adhere to key support processes
within an ITIL Framework
.
* Foster a working environment of continual service improvement.
* Review Network monitoring
and
alerting platforms
(e.g., SolarWinds, Thousand Eyes) Ensuring alerts are actionable, correctly prioritized, and noise is reduced
Experience:
* 5 – 7 years' experience working in a
large IT & Telecoms Organisation
.
* Strong
technical and networking background
of benefit.
* Service Delivery & Incident Management
capabilities in particular
service level management, incident management, change management and performance management
.
* Proven experience in a
client facing
* Hold an
ITIL v3/v4 Foundation
certification
in Service Management
* In-depth knowledge of
IT Service Management (ITSM)
processes Incident / Problem / Change
* Significant experience of
Stakeholder and Customer
Relationship
Ref EET7790
Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.
eir evo talent, eir evo and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo talent, eir evo and our clients apply all relevant Data Protection laws when processing your Personal Data.
If you choose to apply to this opportunity and share your CV or other personal information with eir evo talent, eir evo and our clients, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo talent and eir evo