IT Incident Manager VP
FRS Recruitment
Kerry, Kerry
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JOB DETAILS
JOB TYPE
Full-time, Permanent
SKILLS
Analysis Skills, Business Administration, Communication Skills, Corrective Action, Customer Relations, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Information Technology & Information Systems, Problem Solving Skills, Process Improvement, Root Cause Analysis, ServiceNow, Technical Support, Time Management
LOCATION
Kerry, Kerry
POSTED
4 days ago

Responsibilities:
- Plan and coordinate all activities necessary to perform, monitor, escalate, and report on major incidents.
- Maintain ongoing communication with the Service Owner and relevant stakeholders throughout the lifecycle of major incidents.
- Conduct incident reviews, providing comprehensive summaries including resolution, business impact, downtime, and root cause analysis.
- Ensure the timely closure of all resolved major incidents.
- Enhance IT service quality by identifying recurring incidents and collaborating with appropriate teams to implement preventative solutions.
- Implement continuous process improvement cycles by evaluating process performance, activities, roles and responsibilities, policies, procedures, and supporting technologies, and developing action plans to drive enhancements.
- Collaborate with the Problem Manager to ensure preventative actions are in place.
- Demonstrate expertise in engaging with users and technical staff to resolve incidents efficiently.
- Apply strong problem-solving and analytical skills to process high volumes of technical data in a fast-paced environment.
- Exhibit a customer-focused mindset, effective communication skills, and the ability to convey technical information clearly to non-technical audiences.
Required Skills:
- 3-4 years of specialized experience.
- 5+ years of experience in IT Incident / Service Management or a similar role.
- Educational Requirements:
- Required: BA / BS degree.
- Preferred: MA / MS / MBA.
- Certifications: ITIL Certification (preferred).
Technical Expertise: Experience with ServiceNow (preferred).
About the Company
F
FRS Recruitment
INDUSTRY
Financial Services