Incident Management Analyst L1

Milestone Technologies, Inc.; Ireland; On-site; EUR 30,000 - 45,000; Full time

Job summary

A leading technology services provider in Ireland is looking for a motivated IT support professional. This role involves incident management, coordinating with service engineers, and preparing documentation for incident investigations. Ideal candidates will have an IT-related degree, at least 1 year of IT support experience, and strong interpersonal skills. The position requires availability for a 24/7 team, ensuring quality responses during high-pressure situations.

Qualifications

• 1+ years of experience in IT support fields such as operations or service desk.
• Working knowledge of ITIL or a similar service management model.
• Prior experience working in a large multinational team.

Responsibilities

• Internalize and utilize documented procedures for consistent incident management.
• Coordinate with service engineers to identify additional support during incidents.
• Prepare postmortem documentation for outage root cause analysis.

Skills

Experience in IT support

Monitoring automated and manual notifications

Supporting enterprise-level applications

Using incident management tools like ServiceNow or Jira

Ability to balance multiple responsibilities

Strong interpersonal skills

Excellent written communication skills

Customer service skills

Ability to work as part of a 24x7x365 team

Education

IT-related degree or certification

Tools

ServiceNow

Jira

Job description

Responsibilities

• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
• Obtain and record all significant efforts during the investigation and mitigation of a service outage
• Craft clear, concise summaries of triage and mitigation efforts and the current service state
• Identify and document significant milestones during the investigation and mitigation of a service outage
• Identify and document key stakeholders involved in the investigation and mitigation of a service outage
• Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
• Communicate with multiple stakeholders during service outage investigations via voice and chat
• Coordinate closely with peers and team leaders during complex or extended service outages
• Prepare postmortem documentation for the outage root cause analysis
• Respond to manual escalations and communications with the assistance of a senior team member or shift lead
• Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills

• 1+ years of experience in IT support fields such as operations or service desk
• Experience in following procedures, gathering metrics, and monitoring automated and manual notifications
• Experience supporting enterprise-level applications, server hardware, databases, and networks
• Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira
• Demonstrated ability to respond quickly and follow complex processes in a dynamic environment
• Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations
• Highly motivated, detail-oriented individual contributor with outstanding organizational skills
• Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team
• Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards
• Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner
• Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays

Qualifications

• IT-related degree or certification
• Working knowledge of ITIL or a similar service management model
• Prior experience working in a large multinational team