OUR STORY

Unum Technology Centre in Carlow serves as a strategic software development and IT services centre supporting Unum, a leading provider of income protection in the US. Our team of IT professionals build solutions and critical business applications to digitally transform the way we do business.
The Critical Incident Manager supports senior IT leadership by ensuring high-quality service delivery from both internal teams and external vendors. As a subject matter expert, they oversee key ITIL processes such as Change, Incident, Release, and Problem Management. They lead medium-sized projects, provide technical consultation, and act as a liaison between business units and IT. This role also mentors junior staff and operates independently with minimal supervision.

• Defines SLAs and support models with IT and business teams.
• Ensures operational readiness during service changes.
• Reviews service performance and resolves delivery issues.
• Builds strong supplier relationships and drives service improvements.
• Provides clear reporting to track and enhance service delivery.
• Leads planning with internal teams and external providers.
• Manages change implementation and ITIL process adherence.
• Supports incident resolution and root cause analysis.
• Coordinates small to medium projects.
• Mentors and trains junior staff.