Bluebell, Dublin 12/HybridPermanent
Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work closely with the in-house team to provide the best customer experience that the client requires.

ROLE OVERVIEW

The role forms part of a dedicated team focused on a key client. It is a focal point for all incidents and problems within the service. It involves regular meetings to review incidents and problem trends and agree on initiatives to improve the service.
In this role, you will work with the technical teams and the management team to ensure incidents, problems and escalations are properly handled, updated and managed through to the conclusion. They will also be the lead for major incidents that occur during business hours, running bridge calls and ensuring communications are timely and accurate.
Problem management will form a key part of the role, ensuring you own proactive problem management initiative within the account and that the problems are captured, remediated and permanent resolutions are identified and managed to a conclusion in a timely manner.

ROLE RESPONSIBILITIES:

• Own the incident and proactive problem management process
• POC for escalations related to incidents / problems
• Support compliance and quality activities
• Own the Major Incidents process ensuring they are managed to a successful completion and an RCA is documented and delivered to the client.
• Attend weekly Incident and Problem Management Meetings, discussing trends and giving insight into process improvements
• Own the weekly, fortnightly & monthly reporting on incident and problems and assist with monthly, quarterly service reviews.