Overview

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.
  
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