Incident & Problem Manager

€60k - €65k base + 10% bonus + health + pension Hybrid Working - West Dublin Large Enterprise Business The Incident & Problem Manager will play a critical role in ensuring the stability and reliability of our clients IT infrastructure by effectively managing and resolving incidents and problems. This position requires a proactive individual with strong analytical skills, excellent communication abilities, and a deep understanding of ITSM processes. The successful candidate will collaborate closely with various teams to identify, investigate, and address incidents and problems, ultimately minimizing the impact on business operations and improving overall service quality. Key Responsibilities: Incident Management: Receive, assess, and prioritize incident reports from various sources, including users, monitoring systems, and automated alerts. Initiate and coordinate timely response and resolution efforts to restore services and minimize business impact. Ensure that incidents are logged, tracked, and documented in accordance with established procedures and service level agreements (SLAs). Provide regular updates to stakeholders on the status of incidents, including root cause analysis and preventive measures. Problem Management: Lead the investigation and analysis of recurring or high-impact incidents to identify underlying problems and root causes. Develop and implement strategies to prevent the recurrence of incidents and minimize the impact of problems on business operations. Collaborate with relevant teams to prioritize and implement permanent solutions, including changes to IT infrastructure, systems, or processes. Maintain a problem register to track and monitor the status of ongoing investigations and resolution efforts. Continuous Improvement: Identify opportunities to enhance incident and problem management processes, tools, and procedures. Work closely with other IT teams to implement best practices and standards for incident and problem management. Regularly review incident and problem data to identify trends, patterns, and areas for improvement. Facilitate post-incident reviews and lessons learned sessions to capture insights and improve future response efforts. Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification or equivalent knowledge of IT service management frameworks and practices. Strong analytical and problem-solving skills, with the ability to think critically and strategically. Excellent communication skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders. Proven experience in leading cross-functional teams and driving collaboration and consensus. Experience with incident and problem management tools such as ServiceNow ideally Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously. Interviews are commencing already, so please click APPLY to be immediately considered! DON'T DELAY APPLY TODAY