ICC Duty Manager

Job Description

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland's national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland's social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland's water services and meeting the needs of the communities we serve for generations to come.

The Role

The Asset Operations function forms the cornerstone of service delivery to customers, protecting the environment and meeting regulatory standards as well as managing the majority of operational expenditure. The Asset Operations function has responsibility for operational and maintenance strategy, policies, planning and standard operating procedures for Water and Wastewater operations both nationally and regionally, ensuring that value for money and customer service is delivered.

Uisce Éireann is evolving its approach to operational management through the development of an Intelligent Control Centre (ICC). The ICC builds on the foundations established through Integrated Operations Management (IOM) and the National Operations Management Centre (NOMC), which have strengthened centralised monitoring, operational coordination and incident management capabilities across the organisation.

The ICC represents the next stage in this evolution, bringing together people, processes, technology and data to create a more integrated and intelligence-driven operating model. As the capability develops, the ICC will enhance Uisce Éireann's ability to monitor network performance, coordinate operational responses, utilise data and analytics to support decision-making, and identify opportunities for proactive intervention.

While the ICC is being established, it will continue to build upon existing NOMC capabilities and operational expertise. Over time, the ICC will expand its focus beyond monitoring and incident response to include greater operational insight, predictive analytics, performance optimisation and national operational oversight, supporting improved service delivery, resilience and customer outcomes.

The ICC is intended to become the operational "single source of truth" for network performance, providing a common operating picture that enables faster decision-making, improved resilience and greater collaboration across regional and national operations teams.

The Duty Manager reports to the ICC Senior Manager and plays a key role in supporting the transition from the existing NOMC operating model to the future Intelligent Control Centre capability.

The Duty Manager is responsible for overseeing the monitoring, response, and resolution of centrally co-ordinated operational activities, including oversight and control using various systems. In short they will act as national escalation point for operations during their shift and will be accountable for alarm governance and quality assurance.

They ensure operational activities and incidents are managed efficiently, service levels are maintained, and regulatory compliance is upheld. The role requires leadership and experience in a control room environment, the ability to coordinate central and field teams, and decision-making under pressure to maintain the delivery of water services. Develop and maintain strong working relationships with the ICC Operations and Business Support teams to ensure effective coordination and delivery of operational objectives.

This is a shift-based position operating within a 24-hour, 7-day-a-week national operational control environment based in Colvill House, Dublin. The postholder will be required to work a rotating shift pattern, including days, nights, weekends and public holidays, to ensure continuous operational oversight and incident management. The role requires regular onsite presence to support effective collaboration, operational decision-making and team engagement within the ICC. A shift premium will be provided in addition to base salary. Out of hours working and on call will be required.

Main Duties and Responsibilities:

• Monitor, manage and control national operational activities using UE telemetry and enterprise systems.
• Ensure timely response and resolution of operational issues across water and wastewater services.
• Run structured shift handover and take-over processes.
• Maintain shift records, logs and operational journals.
• Ensure continuity across all shifts in a 24/7 environment.
• Oversee real-time data to monitor plant and network performance.
• Direct interventions using telemetry systems and co-ordinate with field crews.
• Lead responses to critical alarms and operational events.
• Escalate major issues and co-ordinate with engineers, regional teams and stakeholders.
• Act as national operational escalation point during the shift.
• Assess information from multiple systems to prioritise and manage risks.
• Make informed, time-sensitive decisions to maintain service continuity.
• Provide guidance, support and direction to NOMC and ICC operational staff.
• Ensure alignment, clarity and accountability across shift teams.
• Liaise with internal teams, incident response groups and the customer communications team.
• Ensure timely and accurate information flows during operational events.
• Chair and drive regular operational meetings focused on national risk management, alarms and service stability.
• Identify required actions and assign ownership to appropriate stakeholders.
• Identify inefficiencies across NOMC and ICC processes and ways of working.
• Recommend improvements and contribute to best practice development.
• Work with Telemetry, SCADA and ICA teams to identify and escalate system issues.
• Analyse real-time trends to inform operational actions and ensure deeper understanding of system behaviour.

General Duties and Responsibilities

• Demonstrate strong leadership in a high-pressure operational environment.
• Ensure a culture of accountability, clarity and collaboration.
• Promote and deliver UÉ health and safety commitments across all activities.
• Reinforce positive behaviours and meet the highest industry standards.
• Rapidly assess complex situations and implement solutions to prevent service failures.
• Maintain national situational awareness dashboards and lead regular operational briefings.
• Manage emergency scenarios confidently, escalating critical issues and co-ordinating effective responses.
• Support the evolution from NOMC to ICC by embedding new ways of working.
• Champion adoption of new technologies, dashboards and predictive tools.
• Conducts duties and responsibilities in accordance with Uisce Éireann's Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation.
• Perform other duties in relation to work and asset management as Uisce Éireann may reasonably require.

Knowledge, Skills and Experience:

• Leaving Certificate required; third-level Engineering or Science qualification preferred.
• Candidates without third-level qualification must demonstrate strong communication and technical problem-solving skills.
• Minimum 7 years' operational experience in Water Services (production, distribution, wastewater catchment or treatment).
• We deliver for customers & communities - proven experience handling operational incidents and emergency response.
• Minimum 5 years' experience managing technical or operational teams.
• Knowledge of Telemetry and SCADA systems.
• We do the right thing - understanding of regulatory requirements, alarm management and operational standards.
• Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
• We work better together - proven track record in leadership, change and transformation, ideally in a similar utility, regulated or multi-stakeholder environment.
• Strong resilience under pressure.
• Excellent communication skills for incident reporting and stakeholder engagement.
• Strong collaboration skills, able to work with field force, engineers and senior managers.
• Ability to adapt quickly to changing priorities.
• Understanding of the impact service disruptions have on customers and communities.

The closing date for receipt of applications for this vacancy is 21/08/2026

Please note that applications submitted after this closing date will not be accepted.

*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.