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Posted On:

Jun 18 2012



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?30,000 TO ?40,000


Application Management Snr Analyst - Major Incident Management

Dell, Inc. (DELL), a worldwide provider of technology and business solutions to a broad range of clients, currently has a contract requirement based at our Limerick campus for an Application Management Snr Analyst . Headquartered in Round Rock, Texas, Dell is a premier provider of products and services required for customers worldwide to build their information-technology and Internet infrastructures.

Dell succeeds in the marketplace by fostering a winning culture where employees are highly talented and committed, and recognized as our greatest strength. Dell's commitment to customer value, to our team, to being direct, to operating responsibly and, ultimately, to winning differentiates us from other companies.

We have an opportunity for an Application Management Snr Analyst in our Major Incident Management Team on our Limerick campus


As part of the Major Incident Management Team and the Global IT Operations Center, you will monitor, manage, support, and protect Dell’s system enterprise. Your main goal will be to reduce system downtime, in support of all mission critical business functions at Dell. In this position, you will be at the center of monitoring, maintaining, and resolving critical issues in Dell’s Global IT environment. This position offers frequent interaction with and visibility from, Senior Level IT Management. Using well defined processes and procedures, you will be the main point of contact for assembling and coordinating key technical and management resources, as well as leading and tracking the resolutions of IT incidents.


Will be required to lead complex high severity incidents or changes Acts Independently under general direction Work with cross functional teams, globally, and across cultural boundaries May be designated as lead process owner and /or IT Global Operations Command Center MOD (manager on duty) May lead/supervise execution of critical incident management (High and Critical Incidents) and or change management processes Assists support groups in preparing post incident documentation in support Sev 1 Reviews Assists in coordination of all activities of the IT Operations Command Center Applies IT Operations core processes, including at least Change and Problem management processes to resolve complex IT issues Applies business impact analysis techniques to evaluate impact of high severity problems, or potential impact of proposed changes Oversees communication and notification to IT support groups and management of status of high severity problems, and complex changes. Communication may include regular status reports to IT Senior management Reviews, prioritizes, and recommends improvements to IT Operations processes and procedures to improve IT Operations service availability Serves as a technical consulting resource to others in the resolution of highly complex problems


Analytical skill – Ability to summarize large amounts of technical data, and present to audiences with lesser technical ability Listening skill – Ability to participate in technical discussions and summarize key points Command skills – Ability to clearly and confidently voice and disseminate information, incident status, and processes to large groups via conference calls and emails. Even keeled approach – ability to work under pressure, while evaluating complex technical scenarios Dealing with Ambiguity – Ability to consistently apply standard processes on a global scale to ever changing and ambiguous situations Multitasking – Ability to perform several functions at once – answering incoming calls, making outbound calls, accessing various tools, documenting impact assessments, and collaborating with technical personnel 4-5 years of professional experience (3 years directly related to I/T or functional area) or equivalent combination of education / experience English speaking, 100% fluency, writing, reading, and speaking Decision making ability – Quickly Analyze limited information and apply general policies to make sound decisions Operating with Autonomy – Ability to act under limited supervision / direction Out of the box thinker – Use fresh perspective to creatively develop new solutions. Ability to suggest and implement new ideas Knowledge of techniques and methods for effectively supervising, coordinating, and planning the activities of a workgroup or small department or functional area within IT Advanced knowledge of "business impact analysis" process for assessing impact to business or changes or problems in the IT systems supporting the business Possesses knowledge, skills and abilities required to manage, and report to Senior management, the resolution and business impact of complex IT issues Possesses and applies advanced knowledge of IT and IT Operations principles, processes, and practices


ITIL certified, or familiar with ITIL concepts and ideologies Technical contributor with expertise in 1 or more IT disciplines, including Service Desk, Problem Management, Change management, or Incident Management. 4-5 years of professional experience (3 years directly related to I/T or functional area) or equivalent combination of education / experience. Bachelor’s degree in an IT related discipline.