Monster

IT Incident Manager VP

FRS Recruitment

Kerry, Kerry

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