Incident Manager

Our client is looking for an Incident Manager.

We are looking for a passionate, hard-working, and talented Call Leader who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team. As a member of the team you will be part of a world-class fast-paced environment that has the entrepreneurial feel of a start-up. This is an opportunity to contribute and build a support and process model which will impact our client at a global level. You'll be surrounded by people who are wickedly smart and believe that world class service is critical to customer happiness.

On a typical day, the employee will lead high-severity response calls, ensure fast and accurate triage for a global remote support organization, direct engineers for resolution, lead root cause investigations, and implement changes to avert future risk and drive process improvements for Global Operation teams. Candidate must be forward thinking with a high degree of customer service focus and excellent communication skills. The Incident IT Call Leader serves as the liaison and escalation point to Field Operations and Field IT.

Typical Triage Process:

Identify ticket details and assess business impact.

Determine severity and engagement requirements.

Network Assessment

Check for latency or packet loss.

Investigate data loss in inbound/outbound communication.

Identify root cause: device failure or recent changes.

Remediation

Roll back to previous version if needed.

Offboard to Fix-It team for resolution.

Note: Software Support Engineers perform actually handles the fixes, not this role.

Your peers will be system and software support engineers working to ensure Fulfilment Centre systems are healthy and available to meet customer demands. In this role you will have the opportunity to participate in solutions to business problems that are truly unique the client. This team is a global team, so strong communication skills are a must.

Infrastructure outage management: Electrical failures, Switches/Routers down, cloud service disruptions.

Networking fundamentals: Routing (BGP protocols), DNS, DHCP.

IT infrastructure knowledge: General networking and systems background .

Skills

• 5+ years experience in incident management
• Network infrastructure support
• ITIL
• Demonstrated problem solving ability
• Superior technical aptitude
• Proven ability to manage complex tasks
• Strong analytical skills,

Job Title: Incident Manager

Location: Dublin, Ireland

Job Type: Contract

Trading as TEKsystems. Allegis Group Limited. Level 1, The Chase, Carmanhall Road, Sandyford, Dublin 18, Ireland. No. 909257. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

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