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Incident Manager

Redfaire is Recruiting an Incident Manager

Redfaire is a fast-growing, international technology company headquartered in Limerick City. Redfaire implements optimises and supports users of Oracle ERP. Our goal is to transform the way our customers do business by developing and implementing IT solutions that create value, drive innovation, and reduce overall costs.

We are problem solvers and trusted advisors and are committed to developing long-term, mutually beneficial partnerships with our customers. Our customers work in many industries and range from, large-scale multinationals to ambitious SMBs. What our customers have in common is the strategic use of technology to build a sustainable competitive advantage.
 


Description

As an Incident Manager working as part of the Redfaire Global Support team and reporting to the Service Delivery Director, your role will focus on ensuring our customers are satisfied with the company’s service, by providing frequent and relevant communications, tracking issues and meeting service metrics (SLA’s). You will work with a global team of professional application and technical support consultants, providing guidance and work prioritisation

The role requires someone who can keep a positive relationship with customers and employees alike, meet deadlines, provide leadership, stay organised, manage conflict and be creative, finding ways to improve our customers’ and employees’ experiences.
The Incident Manager will work within the global support team and have responsibility for all business-related incidents. You will be responsible for managing the process to restore normal service operation as quickly as possible to minimise the impact on business operations. Closely aligned with the service desk which is the single point of contact for customers communicating with RGS.
 


Responsibilities: 

  • Ensure effective & proactive incident management (incident classification, prioritisation & escalation management) for all Managed Services teams and customers.
  • Provide problem management to proactively reduce the frequency or impact of incidents on the customers’ business. 
  • Monitor the incidents to ensure that the Service Level Agreements are respected. 
  • Ensure that all necessary information required to investigate the issue is present and to liaise with all stakeholders.
  • Monitor the workload of the First Line Analysts.
  • Manage major and significant incidents (P1) working alongside the service delivery managers and duty manager to ensure timely resolution of incidents within expectations and SLAs.
  • Initiate, host and manage appropriate Major Incident technical and management calls to facilitate the restoration of major incidents.
  • Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.
  • Responsible for reviewing the Root Cause Analysis produced by the support team & publishing to the customer following the resolution of each major incident (P1).
  • Ensure that the Major Incident Management process is regularly reviewed, and updated as required, to ensure full integration with other relevant processes, reflecting ITIL best practice guidelines.
  • Analyse situations in order to identify and offer potential resolution and to assist the resolving teams.
  • Co-ordinate operational impact from the business areas, and feed that into the Incident process as well as brief the client point of contact, where applicable.
  • Attend regular meetings with other key stakeholders from business to technical forums, to client reviews to discuss outstanding issues and prioritisation.
  • Develop new and maintain customer and key stakeholders’ relationships (internal/external) to add value and improve customer experience (Customer Satisfaction) & retention.
  • Produce management information to enable visibility of incidents, resolution, trends and root cause analysis. 
  • Maintain accurate & up to date records of Incident Management processes and activities.
  • Contribute to the completion of the Major Incident Report by the Service Delivery Manager, establishing root cause and corrective, adding business impact so that they are accurate for the internal and external stakeholders of the associated customer.
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. 
  • Initiate and manage effective relationships between Global Support teams and also with the Redfaire group.
  • Develop new or amend processes to meet specific customer, supplier or internal user requirements in conjunction with using internally approved IT process change request procedures.
     


Qualifications

  • Previous experience in an Incident Management role. 
  • People orientated, with team lead qualities, experience of influencing and impacting leadership communities at varying levels.
  • ITIL Foundation certification.
  • Outstanding written and verbal communication skills in English are essential.
  • Strong problem solving and analytical skills.
  • Highly driven and self-motivated to work as required, with a hands-on approach to ensure the deliverables are produced on time with high quality.
  • Strong interpersonal/relationship management skills
  • Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven.
  • Personable, robust, self-starter, and enthusiastic.
     

Details

  • Job: Incident Manager
  • Type: Full-time, Permanent
  • Location:  Limerick, Ireland 
     

How to Apply

Please send your CV to careers@redfaire.com

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