**Incident Manager** (Contract)
Duration: 6 Months (Possibility for extension)
Location: Dublin/Hybrid (5 days per week on site)
Rate: A highly competitive PAYE Rate is available for suitable candidates
Role Profile
We are looking for a passionate, hard-working, and talented Call Leader who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team.
As a member of OCC you will be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up.
This is an opportunity to contribute and build a support and process model which will impact the company at a global level. You'll be surrounded by people who are wickedly smart and believe that world class service is critical to customer happiness.
On a typical day, the employee will lead high-severity response calls, ensure fast and accurate triage for a global remote support organization, direct engineers for resolution, lead root cause investigations, and implement changes to avert future risk and drive process improvements for Global Operation teams.
Key Responsibilities:
* Lead Global Incident Management efforts, ensuring timely resolution of incidents while minimizing impact on operations.
* Collaborate with Field IT and Operations Partners to address high-severity problems, defining root causes, and implementing strategies to mitigate future risks.
* Oversee Problem Management processes, driving improvements and eliminating recurring issues.
* Communicate effectively across all levels of management and cross-functionally to ensure transparency and alignment.
* Utilize ticketing tools to track incidents and manage workflows, ensuring all stakeholders are informed throughout the incident lifecycle.
* Provide technical support and guidance, leveraging your hands-on experience with IP routing protocols/technologies in large-scale data center and WAN environments.
* Maintain a proactive approach to incident management, prioritizing tasks effectively in a fast-paced environment.
Skills & Experience:
* Demonstrable experience in Global Incident Management and Problem Management.
* Hands-on technical experience in networking, specifically with IP routing protocols and technologies.
* Proven ability to manage high-severity incidents and communicate critical updates to stakeholders.
* Familiarity with ticketing tools and their integrations.
* Technical proficiency in networking, Linux administration, Microsoft administration, or Cisco network configuration.
* Detail-oriented with strong analytical skills and a commitment to teamwork.
* Ability to thrive in a fast-moving environment through effective prioritization and time management.
* Extensive experience in Global Incident Management and Problem Management.
* Experience in high-severity triage and escalations, demonstrating a high degree of ownership in IT infrastructure.
* In-depth understanding of TCP/IP networking, IP routing, and network security technologies.
* Experience with Cisco or Juniper router, server load balancer, and firewall platforms.
* Knowledge of scripting languages (Python, Perl, Shell) and a desire to further develop these skills.
* Strong problem-solving abilities and superior technical aptitude to manage complex tasks efficiently.
Candidates will need to show evidence of the above in their CV in order to be considered.
If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.
We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.