The Client:
Our client, one of the leading banks in Ireland, is looking for a highly motivated and experienced Incident Manager to work in Ireland.
What You’ll Love:
- This role is part of a long-term position, so this is an opportunity to work on a Rolling contract basis for one of the top companies in the country.
- The role offers a competitive day rate and the opportunity to work with one of the leading companies in Ireland.
- You will have the opportunity to define, develop, implement, adopt and optimize the processes across all Service Towers
What you are expected to have:
- 5-8 years of IT, operations/service management/delivery experience required.
- Ground-level hands-on Incident Management experience for at least 5+ years is a must preferably in the Banking or financial domain where restoration of services is of utmost importance.
- Should be willing to work Out of Office hours & on Weekends/Holidays per Rota.
- Experience in ticketing tools like Service Now, Jira, Confluence etc.
- Vast experience across various ITSM/ITIL process areas.
- Able to define and map out processes around operational IT services management
- Excellent communication (English verbal and writing) skills.
- Strong interpersonal skills and team orientation; willingness to work with various levels of technical and business-oriented individuals spread across countries.
- Experience in generating reports, interpreting the data, and taking actions to drive improvements.
- Excellent presentation skills required with flair in Microsoft PowerPoint & Visio tools.
- ITIL or similar certification is a good to have.
What you will do:
- Acting as a single point of contact for customer operational issues/concerns related to the account under his/her responsibility.
- Own and perform various tasks of the ITSM/ITIL process & attend governances in all the ITIL process areas as mentioned above.
- Take ownership of issues and be proactive in coordinating distributed teams to resolve issues within the specified SLAs.
- Manage/Drive periodical service reviews and scorecards with the respective stakeholders.
- Follow the company and the client’s IT Service Management procedures and measurements to meet quality, satisfaction and other business objectives.
- Prepare status reports and maintain document repository.
- Provide effective mentoring and help to colleagues, which engages, motivates them and develops an excellence culture in ITIL process management.
- Build professional relationships with key business partners and peers in Service Operations functions.
- Document IT processes and procedures; develop training materials; and conduct training.
- Strong work ethic with an ability to learn on the job and work well under pressure.
- Strong work organization and prioritization skills.
- Contributes to the continuous improvement of the methods, productivity and quality of work produced.
- Conduct and participate in interviews of sourcing ITIL process champions across the organization.
- work closely with HCL’s internal application support teams & technical leads with a view to ensuring the delivery and ongoing management of a fully integrated ITIL Best Practice Framework with an underpinning, integrated process-driven mindset that complies with the client-defined KPIs/SLAs.
You are good to apply if you are:
- Irish or EU or British Citizen, or holding Stamp 4 or Stamp 1G permit.
- Residing in the specified job location currently
Why Should You Apply?
Aside from a highly competitive day rate/salary, this role will provide a great balance of support and challenge for someone who wants to take the next step in their career.
Interested? Apply here:
If you feel you’ve got the right skills and experience, we would absolutely love to hear from you!
Fill out the form alongside and do not forget to attach your CV.