Incident & Problem Manager

Auxilion Ireland Ltd; Dublin; Hybrid; EUR 60,000 - 80,000; Full time

Job summary

A leading IT service provider in Dublin is looking for a highly skilled Incident & Problem Manager to oversee incident resolution and proactive problem management. This role requires collaboration with technical teams and the execution of Major Incident Management processes. The ideal candidate will have strong ITIL knowledge, experience with Service Management tools like ServiceNow, and excellent communication skills. Join the team to enhance service delivery and exceed contractual obligations.

Qualifications

• Strong understanding of ITIL processes.
• Experience in Incident & Problem Management.
• Proficient in Service Management tools.

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 and document RCA.
• Attend Incident and Problem Management Meetings.
• Assist with reporting on incidents and problems.

Skills

Incident Management

Problem Management

ITIL

Tools

ServiceNow

Jira

Job description

Incident & Problem Manager (Permanent)

This role requires 2-3 days per week in the customer office (Dublin 12).

Auxilion are seeking a highly skilled and experienced Incident & Problem Manager to join our team delivering into our client. 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.

Incident & Problem Manager 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.

This role is key to ensuring that we have a service which is delivering beyond our contractual obligations.

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.

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 of Service Management tools (preferably 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

Technical Knowledge

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

Skills

• Incident Management
• Problem Management
• ITIL

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 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.