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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