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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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