The objective of Business Service Management is to act as the primary interface between Technology Services and the business to ensure the successful delivery of IT services to the business.Act as the primary point of contact for key business stakeholders regarding the performance of IT Service to ensure it continues to meet customer/business needs.Be responsible 24x7x365 for the overall delivery of IT service to the business, the service communications framework and the rules of engagement governing all interaction between Technology services and the business. Act as a point of escalation for critical IT issues and be responsible for ensuring focus is applied to the appropriate areas.

Responsible for the identification & resolution of all service impacting incidents to our organisations platinum services.• Implemented the process currently in place to ensure all systems are available to our customers per SLA agreements.• Successfully manage and prioritise workload to ensure our Batch Management gets completed successfully (50,000+ jobs daily). This also includes the monitoring of the AIB Global Treasury batch.• Manage ITIL Control & Resolution processes, including Problem, Incident and Change management.• Delivered training to all new staff within our team to ensure they gain the necessary skills to work within our shift environment• Situation managing of all major infrastructure change to AIB environment and Data Centres.• Situation manager of BCM’s (Business Continuity Management) to ensure all incidents within the BCM gets resolved.• Implementation of daily checklists to adherence of SOX standards.• Provide out of hours support to all project areas within the bank to implement changes to the IT infrastructure. This greatly helps in driving cost reduction for all IT support teams and increasing efficiencies within the Operations department.• Represent IT Operations at daily incident management meetings and all other relationship meetings with our project areas.• Effectively respond to tickets, emails, and phone calls made to AIB Operations group.

Responsible for the identification & resolution of all service impacting incidents to our organisations platinum services.• Implemented the process currently in place to ensure all systems are available to our customers per SLA agreements.• Successfully manage and prioritise workload to ensure our Batch Management gets completed successfully (50,000+ jobs daily). This also includes the monitoring of the AIB Global Treasury batch.• Manage ITIL Control & Resolution processes, including Problem, Incident and Change management.• Delivered training to all new staff within our team to ensure they gain the necessary skills to work within our shift environment• Situation managing of all major infrastructure change to AIB environment and Data Centres.• Situation manager of BCM’s (Business Continuity Management) to ensure all incidents within the BCM gets resolved.• Implementation of daily checklists to adherence of SOX standards.• Provide out of hours support to all project areas within the bank to implement changes to the IT infrastructure. This greatly helps in driving cost reduction for all IT support teams and increasing efficiencies within the Operations department.• Represent IT Operations at daily incident management meetings and all other relationship meetings with our project areas.• Effectively respond to tickets, emails, and phone calls made to AIB Operations group.

1st level IT supportResponsibilities & Duties:• XP and Server 2008 desktop administration via remote access.• Active Directory: Managing users, groups and computers.• Allocating share-drive permissions and drive mappings.• In House Bank Applications support.• Print Queue Management, Printer Driver installs.• Siemens Keyboard Driver installs.• Escalating issues via ticket system.• staff Training