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