Incident lead

Job title:

Incident lead

Company

Darwin Rhodes

Job description

Job Title: Incident Lead
Location: Dublin, Ireland
Type: FTEJob description:
Skills Required

• 3 to 5 years of experience in Incident Management in IT preferably in a banking domain.
• Must be willing to work outside of business hours including nights, weekend, bank holidays & 24/7 availability.
• Excellent communication & coordination skills: managing complex IT technical investigations
• Excellent judgment, tact, and decision-making ability
• Excellent ability to work effectively with clients and other senior management personnel
• Excellent ability to organize, present, moderate management teleconferences in a structured manner
• High degree of initiative, responsibility, reliability and proactive action
• ITIL Certification will be a good to have.

Job Description

• Coordinate and work together on major incidents with production support teams as per the organization defined Incident Management process and requirements.
• Single point of contact for all support, vendor and client teams for high priority incidents.
• Ensure incident communications are distributed in a crisp and timely manner for priority incidents to appropriate stakeholders by gathering information from production support teams.
• Ensure that incident SLA and OLA and in line with the published Service Level Agreements
• Coordinating interfaces between incident management and other service management processes
• Drive communication and execution of restoration plans and remediation steps to stakeholders
• Responsible for the effective escalation in cases where the incident resolution progress is being hindered/stalled in any way
• Manage Remediation process including identification, ticket creation, tracking, follow up and reporting
• Ensure all agreed operational policy and procedures are adhered to by the support teams.
• Assist the Problem Management team to ensure root causes are identified
• Facilitate post mortem incident review forums which include a global audience
• Draft incident report and assign to appropriate parties
• Perform data quality of Incidents resolved by the support teams and ensure they have the accurate information.
• Keep an eye on all minor incidents as well and pitch in as and when required. Assist the application support teams on all queries and challenges related to incidents.
• Participate & provide updates to the client on the daily incident to problem interlock calls.
• Coordinate with problem management team on areas such as root cause analysis and production incidents trend analysis
• Review operational metrics and drive team performance;
• Advocates and coaches peers within production support on best practices of incident response & management.

Expected salary

Location

Dublin

Job date

Thu, 29 Aug 2024 02:55:48 GMT

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