Managed Service Centre E&G Engineer

Eircom Limited; Dublin; Hybrid; EUR 45,000 - 60,000; Full time

Job summary

eir Business, a division of eir, is seeking a dedicated Incident, Problem & Change management team member for its Service Operations. You will manage incidents, problems and changes, acting as a single point of contact within an ITIL-based framework to ensure service excellence for eir Business customers.

Join a team delivering end-to-end IT solutions, with focus on SLA adherence, proactive monitoring, and cross-functional collaboration to continually improve service delivery and customer

Qualifications

• Experience with ITIL-based Service Operations processes.

Responsibilities

• Manage incidents, problems and changes in line with ITIL-based procedures.

Skills

Results Focus

Customer Focus

Problem Solving

Teamwork

Oral and Written Communication

Tools

ServiceNow

Unified Gateway

Job description

eir business strategy is to position eir as an integrated telecommunications and information technology services provider. A key part of this strategy is the provision of a best in class Service Operations function providing 1st Level Managed Services Centre capabilities to act as a technology Centre of Excellence in support of the ICT solutions that we are selling and delivering in eir Business.

A key role in Service Operations is that of Incident, Problem & Change management team member, the holders of these roles will have responsibility for managing incidents, problems and changes in compliance with ITIL based processes and procedures.

The processes will ultimately be supported by a suite of systems which monitor customer services and applications

This role is an 11 month FTC.

Why This Role:

eir Business is the B2B division of eir and one of Ireland's leading providers of telecommunications, technology, cloud, cybersecurity, managed IT and workplace solutions. Supporting organisations of all sizes, from SMEs to large enterprises and public sector bodies, eir Business delivers secure, end-to-end connectivity and digital transformation services that help customers operate more efficiently, securely and effectively. Leveraging Ireland's largest mobile network, extensive fixed-line infrastructure, cloud capabilities and 24/7 expert support, eir Business partners with customers to design, implement and manage technology solutions that enable innovation, productivity and business growth.

Expectations From TheRole:

Ensure that eir business services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

Act as a key member of a team within an ITIL based Service Operation team certified to ISO20000 providing single point of contact to customers across all of solutions delivered within eir Business

Demonstrates best practice focused on Service Operations and Service level Management to ensure excellence is delivered to eir Business customers resulting in the highest levels of customer satisfaction

Build relationships to support effective SLA management within the Customer Service and Assure team as well as other eir Business functions and our customers

Through strong collaboration consistently develop and share knowledge to contribute to the capability of Service Operations

Capability development of the team skills, systems and processes to meet the business objectives.

Maintain personal vendor certifications in line with eir Business requirements; minimum certification for L1 is entry level eir Business core partner certifications (e.g. Cisco & Avaya)

Tasks include:

Participation in cross functional teams which respond to and manage incidents, events and problems which impact our customer services

Support and participate in end-to-end improvement plans based on technology roadmaps, customer feedback and innovation

Remote moves, adds & changes including provisioning/service request.

Pro-active monitoring of customers network and incident management - notify customers where necessary.

Inform customers of planned service affecting network interventions

Support all elements of an SLA, liaising with suppliers, managing 3rd party involvement, managing customer incident resolution

Liaise with external customers including OLOs and MNOs where necessary to resolve issue

Requirements For ASuccessful Application:

Results Focus
Do you assign priorities when managing tasks and projects; and adapt to multiple demands and shifting priorities?

Customer Focus

Do you establish the root cause of customer queries, requests or problems and address these?

Problem Solving

Do you analyse information in a methodical, structured manner weighing up the pros and cons of several options with minimum assistance in order to make the optimum decisions

Teamwork

Do you develop a spirit of teamwork and shared responsibility for performance within the team?

Oral and Written Communication

Do you actively listen, asking questions to clarify and fill gaps?

What skills have you?

• Experience with Service Now desirable
• Experience working with Open Eir's Unified Gateway tool as a provider or operator

Others:

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.