Incident and Problem Manager

Dublin  ‐ Onsite
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Description

IT Incident and Problem Manager - Daily Rate Contract - Dublin City Centre

Responsibilities:
Define, own & champion the Incident and Problem Management processes
Primary point of contact for Incident and Problem management
Assist with the formal root cause analysis procedure
Ensure clear definition, lightweight, rigorous and scalable processes that meet the business needs
Track, feedback and report on all aspects of the Incident & Problem processes and implement improvements
Provide guidance & training to all members of IT to ensure process & tools are well understood
Clearly communicate and promote process strategies, roadmaps, dependencies and plans
Build & maintain documentation that serves as a knowledge base for Incident & Problem management
Provide leadership to Incident response
Effective trend analysis and reporting
Application of continual service improvement (CSI) across the incident & problem management
Assist other process areas CSI, Change, Configuration, Ticket Management
Define and implement key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
Identify opportunities to reduce cost through process improvement, while conforming with and supporting technology strategies and deployment
Evaluate data and information flows to identify process barriers to accuracy and completeness

Skills:
Expert level of IT service management concepts with ability to train and spread knowledge throughout IT organization
Incident management methodologies, systems and tools
Strong background coordinating incidents and issues between all business units from technical support to corporate executives
Exceptional verbal and written communications skills as well as strong customer service and inter-personal skills
Work comfortably with executive management.
Be a strong cross-team collaborator.
Have demonstrated analytical and decision-making skills
Excellent relationship management skills

Technical Skills/Experience:
ITIL accreditation with extensive ITIL experience.
3 years' experience with critical Incident Management and Problem Management
3 years' experience in IT-related process development, process improvement, implementation and measurement.
Excellent analytical and trend analysis skills.
Excellent problem solving skills.
Experience working with and building relationships with both internal and external customers, including measuring satisfaction and developing service improvement programs
Resourceful - utilise all tools, expertise and knowledge bases to investigate and resolve problems.

* Live Role - Apply for immediate consideration

If you are interested in this position please forward your CV to (see below) or call Suzanne Brophy for further information.

Start date
n.a
From
Stelfox Ltd
Published at
12.01.2016
Project ID:
1049282
Contract type
Freelance
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