Syncreon Hiring For Incident Manager – Service Desk Team Leader at Dublin, County Dublin Full Time

DP World are currently recruiting for a Incident Manager / Service Desk Team Leader to join our fast paced global business with a base in Dublin (hybrid working available). This role will see you lead a team of Service Desk Technicians based across EMEA and also coordinate resolutions to Major incidents working with stakeholders of all levels across various global locations. This role is fast paced with never two days the same, if this sounds like a role that you would thrive in apply today!

How you will contribute:
Responsible for the hands-on execution and oversight of Incident Management as a part of a global Service Desk team

Manage all incidents, major incidents and service requests coming through the Service Desk. Ensure proper categorisation, prioritisation, and dispatching of incidents, escalating issues as needed, tracking incidents until resolution, and ensuring timely and efficient resolution.

Co-ordinate rapid response to major incidents, ensuring that appropriate action is taken to investigate, root cause, and resolve

Deliver regular, on time, reports and updates to Senior Management, operational staff and leadership

Conduct root cause analysis and corrective action meetings with relevant support teams

Management of all Major Incidents during normal office hours and on a rota for out of hours support

Identify recurring issues and coordinate with relevant teams to ensure root cause analysis is performed and preventative measures are put in place.

Oversee and manage the IT change management process to ensure efficient and risk-controlled changes to the IT environment. This includes reviewing change requests, coordinating with relevant stakeholders for change implementation, tracking changes, and managing any issues that arise due to change.

Lead the Service Desk team, managing the daily operations, setting goals and objectives, providing training, mentoring, and performance reviews

Monitor and ensure the achievement of key performance indicators and service level agreements, identifying and implementing improvements as necessary.

Ensure high levels of customer service and satisfaction, maintain a strong customer relationship through regular meetings and open communications, manage customer expectations, and resolve any issues or conflicts.

Key skills:
Experience in performing Major Incident Management, Change & Problem management

ITIL Certification and/or proven experience in an incident management position

Demonstrated competency in I.T, such as, knowledge of Cloud computing, Network topologies, Exchange & Active Directory Administration, Jira ServiceDesk Administration, Monitoring Solutions

Excellent communication skills both verbal and written; must be able to appropriately, convey ideas, concerns and opinions across differing levels of management

Be proactive, enthusiastic, flexible and results driven and with attention to detail

A team player who must be able to work under pressure, multitask, use initiative

A disciplined professional capable of working in a very demanding, fast-paced environment

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World

We are the leading provider of worldwide smart end-to-end supply chain logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions. Both syncreon and Imperial are part of our family.

We deliver these services through an interconnected global network of 295 business units in 78 countries across six continents, with a significant presence both in high-growth and mature markets. Wherever we operate, we integrate sustainability and responsible corporate citizenship into our activities, striving for a positive contribution to the economies and communities where we live and work.

Our dedicated, diverse and professional team of more than 97,657 from 158 nationalities are committed to delivering unrivalled value to our customers and partners. We do this by focusing on mutually beneficial relationships – with governments, shippers, traders, and other stakeholders along the global supply chain – relationships built on a foundation of mutual trust and enduring partnership.

We think ahead, anticipate change and deploy industry-leading digital technology to further broaden our vision to disrupt world trade and create the smartest, most efficient and innovative solutions, while ensuring a positive and sustainable impact on economies, societies and our planet.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.