Incident Management Analyst L1

Milestone Technologies, Inc.; Ireland; On-site; EUR 32,000 - 42,000; Full time

Job summary

Taleo in Ireland is seeking an IT Support Analyst to join its 24/7 incident management team. You will follow documented processes, monitor alerts, and help resolve outages with a focus on timely communication and accuracy.

The role requires 1+ years in IT support, ITIL knowledge, and strong written and verbal skills to liaise with stakeholders and engineers.

Qualifications

• 1+ years of experience in IT support roles such as operations or service desk.
• Experience following documented procedures, gathering metrics, and monitoring notifications.
• Experience supporting enterprise applications, server hardware, databases, and networks.
• Experience using ServiceNow or Jira for incident management.
• Ability to respond quickly and follow complex processes in a dynamic environment.
• Capable of balancing multiple responsibilities in high-pressure situations.
• Detail-oriented with strong organizational skills.
• Strong communication skills, both verbal and written.
• Excellent customer service and professional demeanor.
• Able to work in a 24x7x365 team, including weekends and public holidays.

Responsibilities

• Internalize and apply documented procedures to ensure a consistent incident management experience.
• Record all significant efforts during outage investigations and mitigations.
• Craft clear, concise triage and mitigation summaries and current service state.
• Identify milestones during outage investigation and mitigation.
• Document key stakeholders involved in outages.
• Coordinate with service engineers to engage additional support quickly.
• Communicate with stakeholders during outage investigations via voice and chat.
• Coordinate with peers and team leaders during complex outages.
• Prepare postmortem documentation for root cause analysis.
• Respond to escalations with a senior team member or shift lead.
• Monitor tools to track incidents and assign to the right team member.

Skills

IT support

Process adherence

Enterprise IT support

Incident tools

Fast response

Multitasking

Attention to detail

Communication

Written comms

Customer service

Shift work

Education

IT degree/certification

ITIL knowledge

Multinational experience

Tools

ServiceNow

Jira

Job description

Responsibilities

• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
• Obtain and record all significant efforts during the investigation and mitigation of a service outage
• Craft clear, concise summaries of triage and mitigation efforts and the current service state
• Identify and document significant milestones during the investigation and mitigation of a service outage
• Identify and document key stakeholders involved in the investigation and mitigation of a service outage
• Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
• Communicate with multiple stakeholders during service outage investigations via voice and chat
• Coordinate closely with peers and team leaders during complex or extended service outages
• Prepare postmortem documentation for the outage root cause analysis
• Respond to manual escalations and communications with the assistance of a senior team member or shift lead
• Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

• 1+ years of experience in IT support fields such as operations or service desk
• Experience in following procedures, gathering metrics, and monitoring automated and manual notifications
• Experience supporting enterprise-level applications, server hardware, databases, and networks
• Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira
• Demonstrated ability to respond quickly and follow complex processes in a dynamic environment
• Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations
• Highly motivated, detail-oriented individual contributor with outstanding organizational skills
• Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team
• Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards
• Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner
• Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays

Qualifications

• IT-related degree or certification
• Working knowledge of ITIL or a similar service management model
• Prior experience working in a large multinational team

SHIFT :; Midnight - 10am local time in Ireland