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Location: Dublin North Contact: Peter Kirby Skills Keywords: ITIL , Service Delivery , PEOPLE MANAGEMENT
Description: Incident Manager / Service Desk Lead Participate as global support incident manager to support the various geographic sites and locations as part of your regular shift duties and for a maximum of...
Description: Incident Manager / Service Desk Lead
Participate as global support incident manager to support the various geographic sites and locations as part of your regular shift duties and for a maximum of 12 weekends in a calendar year
Proactively watches emails and event monitoring solutions for alert notifications and resolves or escalates these as required
Provides change management support during the weekend when on call.
Guide the service desk to support the incident management process ensure proper escalation and that notifications are sent in accordance with the incident management process
Proactively monitor ongoing incidents and be prepared to declare and manage the initial minutes of a disaster in accordance with the disaster recovery process
Proactively monitor ongoing issues and be prepared to declare an IT Security Incident in accordance with the IT security Incident policy
Provide guidance during incidents on proper escalation and assist in the development of new processes and solutions around the escalation process
IT Support Team Lead Service Desk
Operate within the IT Support Team Lead group to help manage the day-to-day 1st level IT support activities
Manage the on call scheduling for a global support team
Keep the Service Desk Manager informed of ongoing team issues
Ensure that IT team members are following the change management process
Ensure that all IT team members are aware of the Incident Management and Service Desk processes
Provide semi-annual performance feedback of the SD team to the employees and the SD Manager
Provide resources, as required, to support escalations
Provide guidance to SD team to ensure tickets are being routed to proper queues and addressed in accordance with SLAs
Ensure all SD tickets are closed according to the standing KPIs
Provide assistance to the Service Desk team to resolve first level tickets and in the escalation of 2nd and 3rd level support IT tickets to appropriate teams and management
Degree: A bachelor's in computer science
or A combination of equivalent professional training and certifications, combined with a minimum of 3 years related work experience in a position(s) with increasing responsibility and supervisory duties may be accepted
3+ years management experience or large project management
Able to lead and motivate team members in an international virtual working environment
Solid attention to detail and the ability to create and document process and procedures
Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community.
The ability to work within a very demanding environment and handling stress in a positive manner.
Must be able to maintain a high degree of confidentiality.
Excellent organizational skills.
Ability to handle multiple tasks.
Good problem solver
A good understanding of the ITIL process particularly Incident Management
HOW TO APPLY:
If you are interested in this role please Apply for this role with your updated CV and I will be in touch to discuss your application in detail. Or for a confidential discussion and insight into this client and role please reach out to Peter at Eolas on 01 2866666.
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Location: Leinster Contact: Stephen Daly Skills Keywords: ORACLE , ITIL
Description: My Leinster based client is currently looking for an experienced Oracle eBS Team Lead to join their expanding team in a permanent role...
Description: My Leinster based client is currently looking for an experienced Oracle eBS Team Lead to join their expanding team in a permanent role.
Our Support Function currently wish to recruit an Oracle eBs Team Lead for a permanrent . This role will
report to Application Development and Support Manager.
The main duties and responsibilities of the role will include the following:
Working within the agreed SLA, lead day to day activities for the support of the Oracle eBS environment including
but not limited to: Manage SLA Time Frames, Managing day to day activities, Assigning tasks, Setting
priorities, Coaching, Mentoring, Evaluating performance
Manage SI to ensure the meet there SLA.
Working with the project team deliver solutions in accordance with the
Standard software development lifecycle to ensure the smooth transition from Business Analysis through to
implementation in the production environment to meet business requirements.
Working with the IT Service desk and Operations to support IT applications including participating in DR testing,
incident management, resolution, escalation, in a timely manner and within the ITIL Framework.
Liaise with BET and Functional team to establish, track and monitor business IT requirements. Communicate
effectively with business customers, Line manager and peers.
Maintain high level of proficiency in appropriate modern technologies.
Work in such a manner to develop and promote a progressive, professional and positive working environment
within the applications team.
Working within the Application team to ensure appropriate process are implemented, in place and updated if
Proactively participate in the Performance Management process to ensure delivery of own, and the wider team's,
The ideal candidate will possess the following qualification, skills, knowledge and attributes:
A relevant third level or similar qualification or technical experience in the relevant subject matter.
Knowledge of ITIL process and approach is desirable.
Detailed knowledge of the technical content required to complete the role.
Essential 10 years experience in a similar Functional or Technical leading role
Have a good understanding of Oracle eBS R12, Oracle eBS Technical Support including Oracle eBS Sys Admin,
BI and Interfacing.
Have a good knowledge of Oracle Development Tools set, customisations, extension, modification and workflow.
Confident and comfortable interacting with people in various disciplines and at various levels of an organization
Bachelor's degree and/or college equivalent (preferred engineering, computer science or business degrees)
Team player with ability to work on their own initiative.
Be flexible and prepared to work in any required areas.
Proficiency in the English language is a requirement.
A can do work ethic with excellent problem solving skills.
This is an excellent role with a market leading client offering an excellent salary for the right candidate. The client is eager to interview ASAP so please contact me on 01 2866666 or email me on firstname.lastname@example.org for immediate consideration.
To view further Oracle positions please visit www.irishjobs.ie/Member.asp?Mid=824
Please register your CV with us on the following link:- www.eolas.ie/reg_form.php
Skillset: SLAs / Ebusiness Suite / ITIL / Oracle
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Description: IT Helpdesk Engineer Excellent client looking for an IT Helpdesk Engineer (Supporting IT Products written in Java, HTML, CSS, Application Servers and Databases)...
Description: IT Helpdesk Engineer
Excellent client looking for an IT Helpdesk Engineer (Supporting IT Products written in Java, HTML, CSS, Application Servers and Databases). This role will suit a graduate with 1-2 years experience. The client is based in Sandyford Ind Estate. They are a very attractive employer to work for. The salary band is 27-33k per annum plus a full benefits package.
Ψ Take sole ownership of the product Customer Support helpdesk ensuring that the below tasks are carried out.
· All customer issues are logged in Jira (Helpdesk system)
· All required information is included
· Investigate as far as possible
· 1st Level Support is carried out
· Once first level is completed, assign to the correct resource for further investigation
· All time working with the relevant resource to ensure issue is addressed
· At all times communicating with the customer
· At all times making sure SLA's are being met
· Escalate if issues are not getting addressed
· All logged issues are kept up to date
Ψ Assist with maintaining internal systems and demos, ensuring that they are available and kept up to date
Ψ Look at ways to improve Customer Service systems and processes
Ψ Work closely with the engineering and region teams to ensure that all customer requests get addressed in a timely manner
Ψ Take part in customer conference calls and Web meetings
Degree educated, preferably Computer Science or equivalent
· Good working knowledge of Helpdesk ticketing system
· Good knowledge of the following applications and systems
o Application Servers: - Web Sphere, Web Logic, JBoss
o Databases:- DB2, Oracle, SQL Server
· A second language would be desirable e.g. German, French, Japanese, Chinese or Spanish
You should have a minimum of 12 months working in a similar role
Hands on experience with a helpdesk application, preferably Jira
Experience in a Customer facing role
Experience working with customers from different cultural backgrounds
If interested in the role please contact Peter Kirby via email through this advert or by phone.
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Location: Cork Contact: Nollaig Leydon Skills Keywords: SECURITY , SOX , Cobit , ITIL
Description: IT Security & Compliance Manager based in Cork with top Company...
Description: IT Security & Compliance Manager based in Cork with top Company.
Reporting to the Chief Information Office (CIO), Europe, the incumbent will be responsible for managing risk associated with legislated and regulatory requirements such as SOX.
The Manager, IT Security & Compliance will be responsible for ensuring that risks are effectively identified and assessed, that appropriate controls are in place, and that controls are operating effectively.
More specific responsibilities include:
Act as the lead for IT compliance and security working closely with teams from Corporate IT Security and Compliance, Operations, the Chief Risk Officer and Internal Audit;
Develop, manage and maintain the IT compliance framework and general computer controls related policies, standards and procedures, and enabling compliance with existing and emerging regulatory and industry requirements on a regular and on-going basis;
Develop and direct IT compliance control and monitor programs to ensure IT compliance-related risks are managed to the appropriate level of acceptable residual risk;
Implement and maintain an IT compliance issue management tracking and resolution process that addresses known issues, according to severity and potential impact to the organization;
Coordinate audit-related tasks such as ensuring the readiness of IT managers and their organizations for audit testing, as well as responses to external & internal audit findings and regulatory audits/ inspections related to general computer controls deficiencies and remediation;
Develop, maintain and manage the delivery of a compliance training and awareness program;
Demonstrated experience with common information security management frameworks such as COBIT and ITIL;
Excellent knowledge of legislation and standards including SOX, and ISO17799;
Knowledge and experience in developing and documenting security architecture and plans, including strategic, tactical and project plans;
Strong analytical skills to analyze security requirements and relate them to appropriate security controls;
A strong understanding of operating system internals and network protocols;
Experience in application technology security testing;
Experience in system technology security testing (vulnerability scanning and penetration testing);
Excellent oral and written communication skills in English
Ability to communicate with personnel at all levels of the corporation;
Project management skills, including organization, coordination of duties, and/or accomplishment of goals.
Bachelors degree in Computer Science, Engineering or related discipline or equivalent experience;
Minimum of seven (7) years of progressive experience in IT, including five (5) years in security and compliance roles and three (3) years in a supervisory capacity;
Attractive Salary and benefits package available for the right candidate.
Apply now to Nollaig@eolas.ie for more details on the role.
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Location: Cork Contact: Steven Hegarty Skills Keywords: ITIL
Description: CHANGE MANAGEMENT ANALYST CORK Responsibilities Position: Change Management Analyst Division Ireland Job Status: Permanent I...
Description: CHANGE MANAGEMENT ANALYST CORK
Position: Change Management Analyst Division
Ireland Job Status: Permanent
I. POSITION DESCRIPTION:
The Change Management analyst is responsible for the day-to-day review, coordination, execution, distribution, verification and documentation of change requests. The ideal candidate should have 1 to 3 years experience in an IT related discipline. Prior working knowledge of Change Management, Configuration Management, Release Management, Infrastructure Management, and an understanding of the Software Development Life Cycle is a benefit. The Change Manager should be well versed in the ITIL Framework, be able to follow defined policies and procedures and be a good communicator.
II. ORGANIZATIONAL RELATIONS:
This position reports to the Global Change Management manager and is a key position within their Technology Managements Change Management group which is responsible for the daily coordination of Changes within the group of Companies
III. PRINCIPAL ACCOUNTABILITIES:
Actively participate in Change Advisory Board (CAB) meetings
Identifies change dependencies/conflicts for single release or application
Strong knowledge on tracking the IT components through QA, UAT and production release.
Experience in the development of a release plan, roll-back plan, risk management plan, communication plan, and technical assessment inquiries.
Work with Engineering, Network Operations, Testing & QA and Program Management to schedule releases of software for test and installation
Manage task associated with the Release Process for various release initiatives
Ensure that all Change Management requirements are met in order to meet required regulatory requirements and standards.
Work with various technical and release teams to define standard deployment workflows for various categories of Change.
Assist in the support of the Asset Management function
Be a strong oral and written communicator with peers and Senior Management.
IV. EDUCATION, EXPERIENCE & SKILLS:
BS degree in Computer Science (or related field), or equivalency a benefit
Recognized Computer/IT related Qualification (degree, diploma, ITIL certification, etc)
1-3 years experience in an IT related discipline
Working knowledge of Change and Release Management principles, procedures, and techniques
Must possess strong analytical skills and ability to effectively work with employees at all levels of the organization
Ability to work in a fast-paced environment and be flexible to meet time demands without compromising quality
Demonstrated skills in working with Microsoft Project, Visio, and MS Office suites
Must possess excellent oral and written communications skills.
Basic knowledge of financial technology and principles an advantage
Position: Change Management Analyst Division Location: Cork, Ireland Job Status: 12 month contract
V. WHAT WE OFFER:
We offer a challenging job in a growing international company, an opportunity to expand your business knowledge by working with prestigious clients and complex financial and technological instruments, and a friendly and fast-paced environment. Additionally, we are proud to offer our employees competitive compensation, vacation and health insurance benefits.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all duties, responsibilities and skills.
Steven for a full detailed job description on 01-2866666 or email@example.com
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