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From back-end infrastructure to personal productivity, Ergo has the knowledge and experience to match technology to all our client requirements. Our strength is understanding your business. The end goal is always the same, to make businesses more agile and competitive.

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Focus on your core business and leave ICT operations and management to the experts. From 24/7 service desk support to managing hybrid clouds, Ergo have the depth and experience to meet the most demanding service level requirements and ensure continuous improvement. 

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IT Resourcing

Competition for talented technology professionals is huge, which is why we make hiring more personal, taking time to match the right people to the right roles. Our technical experience and recruiting know-how help find the perfect fit for both parties.  

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Consultancy Services

Speed of change demands a new generation of digital investments that will drive business enablement and profitability. We support IT leaders, wherever they are on their digital transformation journeys, with our digital assessment methodology. 

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Print and Document Solutions

Our goal is to deliver the best possible print and document service for you, leveraging the latest technologies and innovation to ensure the performance of your print environment is optimised to maximise employee productivity.  We take out costs, add efficiencies, wrap it in end-to-end security and make print integral to digital transformation. 

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Agility is key to business success and the cloud is where to get it. We offer a wide range of cloud services – public, private, hybrid – and provide the best of both worlds by integrating or migrating legacy systems to streamline the way your IT is consumed. 

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Digital Enablement

Ergo provides a clear roadmap for digital transformation with practical steps to make businesses more agile and customer-centric

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Mobility and Collaboration

Ergo has provided many of Ireland’s largest organisations with an ecosystem of mobile applications and collaboration services that drive productivity without compromising on security

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Software Licensing

Businesses struggle to manage software assets and don’t always get the best value. We can help streamline your software purchasing, simplify deployments and maximise your investments. 

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Security, Risk and Compliance

Risks around cyber security and data protection are an ever-increasing challenge for businesses. We provide security lifecycle management, from perimeter testing and threat analysis to mitigating the impact of a breach. 

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Microsoft Technology Specialisations

With the largest team of Microsoft IT professionals in Ireland – including two Most Valuable Professionals our expertise spans a comprehensive portfolio of products/services

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Ergo Careers

Incident Manager


We are looking for an Incident Manager for this well established Telecommunications company based in Dublin.

The successful candidate will be tracking & bringing to resolution all defects impacting Digital products. Your key deliverable will be a weekly and daily report detailing what bugs are impacting customers (open & closed), how many customers are impacted, how long is the bug ongoing and what team is responsible for resolving the defect.

You will have a close working relationship with clients Digital Product Teams & the IT Teams. You may also be required to reproduce the bugs to demonstrate how customer are impacted in order to drive bugs through to closure.

The main objective of this role is to ensure all relevant stakeholders are aware of customer impacting bugs, who can fix them and when they will be fixed. Key targets relate to; Digital Performance KPI’s (Response & load times).


Key Responsibilities:

  • Working closely with Technology and other business units to manage defects
  • Represent the digital team at hypercare/incident meetings, Go/No Go meetings and Change Approval meetings as required
  • Guide business units on best practices for Business Acceptance Testing approach of Digital Services
  • Develop the reporting suite to provide full details to all relevant stakeholders
  • Produce weekly, monthly & quarterly updates/dashboards showing defect/bugs, meaningful insights and remedial actions to address any reoccurring issues
  • Meet regularly with product team to keep them up to date with bugs impacting their product
  • Represent Digital at relevant project/programme related appropriate meetings
  • Weekly & monthly defect reporting
  • Timeline view on how defect have impacted product usage and page views

Essential Skills:

  • Operational Management experience in Web based customer facing applications
  • ITIL Foundation
  • Experience working in Incident Management
  • Exposure to enterprise grade CMS applications
  • Project Management qualification and experience of managing projects across different business units with multiple stakeholders

Requirements & Experience:

  • Highly familiar with using & reporting from Remedy client
  • Understanding of Web Customer Facing & App based products
  • Have experience in Quality Assurance & Incident Management
  • Knowledge regarding Agile (scrum) based delivery practices
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