Field Services lead/Manager

Role: Field Services Lead

Location: Cork, Ireland (4 days a week onsite) Duration: Permanent Primary language is English Salary: As per market standards Role Summary Establishes partnerships with MLL areas ensuring efficient service delivery and maintaining high levels of reliability in TS operations With deep domain expertise product knowledge and effective leadership skills collaborate closely with stakeholders deliver exceptional services and ensure the reliable functioning of IT systems ultimately supporting the success of the MLL operations Responsibilities Support critical incident and problem management participating in reliability calls identifying root causes and implementing preventive actions Monitor and track the IRIS incident and request queues for timely resolution Facilitating engagement with 3rd party vendors monitoring their work and addressing escalations as required to ensure SLAs are met Serve as the primary contact for nonsite TS teams and communicate updates to TS management and business IT leaders to ensure transparency and accuracy during incidents Assist in change management activities including coordinating change schedules obtaining approvals and implementing changes for supported applications and infrastructure Coordinate patch management activities initiating and planning patches for applications infrastructure and operating systems Coordinates with MLL and TS teams for the implementation of application features enhancements and infrastructure changes Engages with BT Site Leads and business stakeholders to ensure testers are identified for user acceptance testing UAT as it pertains to Change Management andor Patch Management Activities Support business continuity by participating in local efforts for failover tests server patching and infrastructure maintenance Review progress pending items and impediments related to operational incident and problem management with TS Site Delivery Leader Coordinate sitespecific tasks associated with IT portfolio projects lifecycle management and infrastructure upgrades

Monitor service levels track metricsanalytics as it pertains to network reliability availability and capacity metrics to ensure site health for TS services Participate in TS contractor management activities including entrance permits and requesting escorts Ensure compliance with companies policies standards and procedures at the site level Provide input to TS Site Delivery Leader for future requirements especially key business capabilities and the associated value to the Product Line as an input to shape the product strategy Partner with TS Site Delivery Leader to provide input and execute Service Lifecycle and roadmap and continuous Improvement Plans Required Expertise Indepth knowledge of MLL site operations and processes Understanding of IT systems and applications specific to the MLL industry Familiarity with regulatory compliance requirements and quality standards Ability to analyze and troubleshoot technical issues related to site operations and IT infrastructure Strong understanding of incident and problem management processes Proficiency in identifying and implementing preventive and corrective actions Knowledge of change management principles and practices for seamless system integration Familiarity with patch management processes and best practices Experience in coordinating and executing disaster recovery efforts Proficiency in the specific applications hardware and peripheral devices used in the MLL environment Deep understanding of the infrastructure components supporting the MLL applications Knowledge of network architecture protocols and security measures Excellent communication and interpersonal skills to effectively engage with stakeholders and team members Strong problemsolving and decisionmaking abilities to address complex issues Builds strong relationships and fosters collaboration across teams and departments Proactive and adaptable approach to manage changing requirements and unexpected situations Strong analytical and critical thinking skills to identify opportunities for improvement Demonstrates a customercentric mindset and a commitment to delivering highquality service Exhibits strong ethics integrity and professionalism in all interactions Displays resilience and composure in highpressure situations Takes ownership and accountability for tasks and outcomes Promotes a culture of continuous learning and knowledge sharing

Mandatory Skills : Shopfloor Field Support