Description
Incident/Problem Manager - Contract | Dublin | 6 months rolling
My client has an urgent requirement for an Incident/Problem Manager for a 6 month rolling contract in Dublin.
Incident management:
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Assign unresolved Incidents to appropriate Tier 2 Support Group
Log all Incident/Service Request details, allocating categorization and prioritization codes
Keep users informed about their Incidents' status at agreed intervals
Associate Incidents with other records (ie Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ITSM tool
Escalate Major Incidents to the Incident and/or Problem Manager
Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
Owns all Incidents and Service Requests throughout the life cycle
Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
Responsible for assigning incidents within a group or division
Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
Determines if an incident needs to be escalated according to priority and severity of issue.
Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
Identify Incidents for review
Participate in Incident review following major Incidents
Identify potential problems and/or increasing trend of repetitive Incidents
Problem Management:
Provide inputs to the problem management process;
Conduct the problem management reviews;
Implement any process design improvements identified;
Produce problem management status report for agreed frequency
Priorities the problem records as per the criticality, business impact and other influencing factors.
Track and report recurring problems or failures and provide associated consequences of problems if there is a business impact
Lias with various teams to find out solutions to address recurring Problems or failures;
Flag all Priority 1 and Priority 2 Incidents that require Root Cause Analysis;
Identify the root cause of Priority 1 and Priority 2 Incidents on in-scope Applications and Infrastructure and drive the appropriate resolution action and other events from various teams as requiring Root Cause Analysis (RCA);
Drive the root cause analysis forums for Priority 1 and Priority 2 Incidents on out-of-scope Applications and Infrastructure;
Provide status report detailing the root cause and procedure for correcting recurring problems and Priority 1 and Priority 2 Incidents
Provide regular updates on high priority problems;
Assess risks, identify critical service and system dependencies and define and implement countermeasures.
Notwithstanding any guidelines given to years of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.
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