Technology Service Support Lead
Bank of Ireland
- Dublin
- Permanent
- Full-time
- Lead and Coach technical resources within the Technology Service Support team
- Lead efficiency Change and Ways of Working improvements
- Provide technical support across a suite of applications running across Hybrid of On-Prem and Cloud, where some applications require 24/7 support, maintaining high service standards
- Be proactive in all aspects of Service Management across Incident Management, Problem Management, Service Requests and Organisational Change. Including SLA management, communications plan etc
- Ability to understand different ecosystems and bring issues to resolution
- Identify, investigate and resolve a variety of technical issues affecting business systems and infrastructure. Ensure clear and timely communications and critical issues where appropriate
- Develop strong working relationships with key partners, including business areas, IT project and development teams, risk and compliance and relevant 3rd party suppliers
- Support project delivery through planning, assessment and transition to Live service
- Drive continuous improvements by implementing processes and procedures that provide business value and improve functional performance
- Lead issues and risks optimally ensuring they are identified and actioned in line with controls
- Demonstrate flexibility to cope with changing demands based on business priority
- You will combine the knowledge and experience gained from your career to date, preferably (but not necessarily) in an IT Operations environment within the Financial Services industry, with a strong delivery and customer ethos
- Ability to deliver effective customer management with good communication and influencing skills and demonstrate good customer relationship management will make you stand out!
- You will have the technical ability to understand, fix and articulate sophisticated technical issues
- You will manage a team of technical resourcesleadingservice support across an array of technologies and solutions, both hosted on-prem and vendor led
- You will have excellent communications skills, translating technical issues into business language
- You will ensure through vendor management and governance, that the service providers deliver to the required standards and communicate this successfully to the business
- You will be upbeat, display a good awareness of risk and compliance and be capable of consistently prioritising a mixed workload effectively and efficiently
- ITIL certification preferable but not mandatory
- Other IT certifications would be taken into consideration eg. Project methodologies, ISO, Lean Six Sigma, Risk, Security, Networks, Microsoft
- Project and Program Management certification
- Customer Focused - Self
- One Group, one team - Self
- Agile - Self
- Accountable - Self
- Champion Transformation - Self
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