Overview
Role Title: Technical Incident Manager
Business Area: Managed Services
About This Role: Following a period of continual growth, we are excited to recruit a Technical Incident Manager who will be responsible for Incident response coordination, 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 key position with a large dedicated Managed Service team working on a client site. Location: Dublin Based – Hybrid. Hours of Cover: Mon – Friday plus on call requirements.
Responsibilities
Ownership of major incidents lifecycle through resolution and ensure timely communication and updates to key customer stakeholders, including executive leadership.
Coordination of dedicated eir evo and customer 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 KPIs and 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 and 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.
Ownership of other critical ITIL processes to support best in class incident and problem management for this dedicated customer.
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.
Requirements For A Successful Application
5 – 7 years’ experience working in a large IT Organisation.
Strong technical 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 position.
Hold an ITIL v3/v4 Foundation certification in Service Management.
In-depth knowledge of IT Service Management (ITSM) processes Incident / Problem / Change etc.
Significant experience of Stakeholder and Customer Relationship.
About Eir
Our purpose is to connect for a better Ireland. Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future. Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir. We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.
If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.
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