Incident manager

Incident manager

Job Title: Incident manager
Contract Type: Contract
Location: Dublin, Dublin
Salary: €300 - €330 per day
Start Date: ASAP
Reference: BBBH5405
Contact Name: Mark Crorkin
Contact Email:
Job Published: June 29, 2016 14:00

Job Description

I am urgently recruiting for Incident Managers / Problem Managers for my client in Dublin

Role/ Skill requirements below:

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 (i.e. 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 lifecycle
*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 critically, 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
*Liaise 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.

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