Incident & Problem Manager at IT Alliance Group

Job Description:

Latest job information from IT Alliance Group for the position of Incident & Problem Manager. If the Incident & Problem Manager vacancy in Leinster matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at IT Alliance Group for the position of Incident & Problem Manager below matches your qualifications.

Incident & Problem Manager

Place of work: Hybrid – Dublin 12 / Duration: Permanent / Hours of work: Monday – Friday (office hours) - minimum 2 days per week on site

About the Company and the Role:

Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work closely with the in-house team to provide the best customer experience that the client requires.

The role forms part of a dedicated team focused on a key client. It is a focal point for all incidents and problems within the service. It involves regular meetings to review incidents and problem trends and agree on initiatives to improve the service.

In this role, you will work with the technical teams and the management team to ensure incidents, problems and escalations are properly handled, updated and managed through to the conclusion. They will also be the lead for major incidents that occur during business hours, running bridge calls and ensuring communications are timely and accurate.

Problem management will form a key part of the role, ensuring you own proactive problem management initiative within the account and that the problems are captured, remediated and permanent resolutions are identified and managed to a conclusion in a timely manner.

Position Responsibilities:

• Own the incident and proactive problem management process
• POC for escalations related to incidents / problems
• Support compliance and quality activities
• Own the Major Incidents process ensuring they are managed to a successful completion and an RCA is documented and delivered to the client.
• Attend weekly Incident and Problem Management Meetings, discussing trends and giving insight into process improvements
• Own the weekly, fortnightly & monthly reporting on incident and problems and assist with monthly, quarterly service reviews.

Technical Competencies:

• Service Now, Jira – Preferred
• Messaging – Exchange, Skype
• Microsoft Office 365
• Virtualization
• Backup & Archiving
• SAN storage & Core Infrastructure – Active Directory/Windows

Business Competencies:

• Strong understanding of ITIL processes - advanced ITIL qualification would be desirable but not essential.
• Experience of Incident & Problem Management, analysing incident and problem trends, handling escalation, auditing quality, working with technical teams.
• Experience in tools like ServiceNow to manage end to end incident / problem life cycle
• Experience of Major Incident Management with the ability to work under pressure, engage with technical teams and manage Customer experience.
• Excellent communication, teamwork and interpersonal skills.
• Ability to create process for other team members.
• Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated.
• Good problem-solving skills

Our Company, Auxilion – About Us

Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Job Types: Full-time, Permanent

Pay: From €70,000.00 per year

Application question(s):

• Will you require now or in the future any visa sponsor?

Experience:

• Incident and problem management: 3 years (required)

Work Location: Hybrid remote in Dublin, County Dublin

Job Info:

• Company: IT Alliance Group
• Position: Incident & Problem Manager
• Work Location: Leinster
• Country: IE

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Incident & Problem Manager at the office Leinster above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.