المسمى الوظيفي

Role Overview

This opportunity invites experienced IT professionals based in Ireland to lead critical incident response activities within an enterprise setting. The Incident Manager will drive the coordination of cross-functional teams to resolve impactful technical disruptions quickly while ensuring minimal operational downtime. The position demands strong expertise in IT service management combined with excellent stakeholder engagement and communication skills to maintain resilient technology operations.

Key Responsibilities

Lead the management and resolution of high-priority IT incidents to minimize business impact.
Conduct bridge calls during major incidents, facilitating collaboration among multiple technical teams and stakeholders.
Oversee incident response across diverse environments including infrastructure, applications, cloud platforms, databases, and networking.
Ensure transparent, timely communication between technical teams, business units, and leadership throughout the incident lifecycle.
Provide ongoing incident status updates, reports, and summaries for executive audiences during critical situations.
Implement ITSM and ITIL best practices within incident management processes.
Work closely with Problem and Change Management teams to identify patterns, improve service reliability, and implement preventive measures.
Analyze incident trends to identify and drive continuous process improvements.
Support post-incident reviews, documentation efforts, and monitor corrective action follow-ups.
Effectively manage multiple concurrent incidents under pressure in an enterprise environment.

Candidate Requirements

Bachelor’s degree in Computer Science, IT, Engineering, or equivalent professional experience.
3 to 5 years of experience in major incident management, IT operations, or related technical roles.
Practical experience in ITSM frameworks and environments.
Strong familiarity with ITIL processes including Incident, Problem, Change, and Service Request Management.
Proven leadership in conducting major incident bridge calls involving various technical teams.
In-depth knowledge of enterprise infrastructure components such as networking, cloud services, servers, applications, and databases.
Exceptional verbal and written communication skills suitable for technical staff, executives, and business stakeholders.
Experience preparing executive incident reports and operational communications.
Analytical thinker with strong troubleshooting, organizational, and decision-making capabilities.
Ability to maintain composure and efficiency under pressure in mission-critical situations.
Skill in juggling multiple priorities within a high-speed, dynamic environment.
Flexibility to work non-standard hours aligned with Eastern Standard Time business hours.

Benefits and Work Conditions

Fully remote work arrangement with flexible working model supporting distributed teams.
Chance to manage critical technology operations impacting business continuity and service reliability.
Exposure to complex IT infrastructure, cloud platforms, and enterprise-scale operations.
Work in a dynamic culture focused on operational excellence and continuous improvement.
Professional growth opportunities through engagement with ITSM and ITIL best practices and incident leadership responsibilities.

Additional Information

This role is listed on behalf of a partnership company that handles all application processing and subsequent hiring procedures. The selection process uses AI-assisted candidate matching to ensure an objective and swift review aligned with the core job criteria. Final hiring decisions and interview coordination are conducted by the partner company's internal team.

Applicants should be aware that their personal data will be processed in accordance with data privacy regulations including GDPR as part of recruitment activities. AI tools may be utilized to review applications and validate candidate information, while final decisions remain human-driven.

Incident Manager