Minor Hotels Europe and Americas

Incident Manager

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Office

Location: Dublin • Ireland

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About the role

  • Monitor and manage the progress of incidents and service requests across internal and external teams
  • Liaise with Problem Management to expedite resolution and ensure root cause analysis
  • Escalate unresolved incidents and monitor resolver queues to maintain SLA compliance
  • Facilitate major incident bridges and post-resolution review meetings
  • Lead daily and weekly incident status calls and provide incident reporting as required
  • Identify and drive service improvement opportunities
  • Review incident tickets for data accuracy and process adherence
  • Track and escalate key KPIs including SLA breaches, idle incidents, re-opened tickets, and excessive reassignments

Requirements

  • Strong understanding of IT systems, integration, and architecture concepts
  • Proven ability to manage virtual teams and work cross-functionally
  • Excellent communication and facilitation skills, with experience hosting incident management meetings
  • Familiarity with service management frameworks and regulatory standards (e.g., SAS70, SOX, FDA)
  • Experience with both reactive and proactive problem management techniques
  • Skilled in mentoring, training development, and stakeholder engagement
  • Strong analytical and problem-solving abilities, with a focus on continuous improvement
  • Certifications: ITIL Foundation ITIL Practitioner or Intermediate (desirable)
Benefits
  • Craft your own career path through continuous learning and personal growth
  • Our commitment to maintain high ethical standards ensuring Diversity, Sustainability and Inclusion in our business practises
  • Be a part of our professional communities role framework which promotes professional growth, career development and enhances Sogeti’s capabilities across different domains
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT systemsintegrationarchitecture conceptsproblem management techniquesservice management frameworksSLA compliancedata accuracyKPI tracking
Soft Skills
communication skillsfacilitation skillsmentoringtraining developmentstakeholder engagementanalytical abilitiesproblem-solving abilitiescontinuous improvement
Certifications
ITIL FoundationITIL PractitionerITIL Intermediate