- 4 day week (Saturday to Tuesday/Thursday to Sunday)
- Must be based in Galway area, Stamp4 and above
- Contract running till the end of 2026 - €500/day
In this role, you will lead the coordination and resolution of high-severity IT incidents that impact critical business services and large user groups.
Please note:
- 4 x 10-hour shifts/week - 8.00AM – 6.00 PM
- Remote on weekends, hybrid during weekdays (max of 3 days/month in the office)
Acting as the central point of coordination during major outages, you will work closely with technical teams, operational stakeholders, and senior leadership to restore services quickly and minimise business disruption. This is a fast-paced, highly visible role suited to someone who thrives under pressure, communicates effectively, and can confidently manage multiple priorities in a dynamic global environment.
Your Role
- Lead the end-to-end management of major IT incidents, ensuring rapid service restoration and minimal business disruption.
- Coordinate cross-functional technical teams during high-priority incidents and drive resolution activities to completion.
- Facilitate incident bridge calls and manage multiple technical workstreams with clear ownership and accountability.
- Ensure incidents are managed within agreed service level agreements (SLAs) and resolved without unnecessary delay.
- Provide clear, accurate, and timely updates to senior leadership, stakeholders, and technical teams throughout the incident lifecycle.
- Translate technical issues into business impact statements tailored to both technical and non-technical audiences.
- Perform real-time triage and investigation of infrastructure alerts and service degradation events.
- Collaborate with Change Management and Problem Management teams to identify root causes and reduce recurring incidents.
- Support business impact assessments to evaluate the severity and operational impact of incidents and proposed system changes.
- Maintain detailed incident documentation, recovery plans, action tracking, and post-incident reporting.
- Work collaboratively with global teams across multiple regions and time zones to ensure effective incident resolution.
- Identify opportunities to improve operational processes, incident response, and service resilience.
Your Experience
- Previous experience in a Major Incident Management, Incident Management, IT Operations, Production Support, Service Operations, or Technical Operations environment.
- Strong experience managing high-severity incidents in a fast-paced, business-critical technology environment.
- Excellent written and verbal communication skills with the ability to engage confidently with both technical teams and senior stakeholders.
- Ability to remain calm and make informed decisions during high-pressure situations.
- Strong prioritisation and organisational skills, with experience managing multiple competing priorities.
- Good understanding of enterprise IT infrastructure, applications, systems, and operational processes.
- Experience working with ticketing and incident management tools (e.g., ServiceNow or similar platforms) is desirable.
- Familiarity with ITIL principles, Change Management, and Problem Management processes is advantageous.
- Strong stakeholder management skills and the ability to collaborate effectively across global and cross-functional teams.
- Analytical mindset with the ability to identify trends, recommend improvements, and contribute to operational excellence.
Please APPLY directly or contact me on [email protected] for further information.
