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Incident Manager
2 months ago
Responsibilities
Manage critical incidents, facilitate triage of the issues, and engage the relevant technical support teams. Coordinating service restoration activities and communicating all relevant details to key business and client stakeholders. Ensuring that ITIL-aligned Incident Management processes are followed so that actions are consistent throughout the organization & the Incident lifecycle. Documenting details related to Major Incidents, including the persons & teams engaged, service restoration actions and its associated results, root cause details and preventative action items for Problem Management. Conduct root-cause and postmortem reviews with all parties actively engaged during a Major Incident and participate as needed in the Incident/Problem Management process as part of the investigatory team owner. Participating as a member of a global team to coordinate the seamless transition of active incidents across and between regions, participate in and assist with communications, reporting, and follow-up actions. Deep inclination towards organizing, structuring, and re-structuring information as the business needs evolve and various processes transform. Time management, prioritization, resilience and adaptability will be very desirable qualities. Be obsessive towards Customer Focus. Ability to demonstrate empathy towards end-user issues, and cultivate strong relationships with various client stakeholders.
Required Skills
Excellent verbal and written communication skills are required in all aspects of this role. You will need to use proper spelling, grammar, and business language to effectively communicate with key stakeholders & leadership (both internally and with our clients). Clear articulation of information and ideas is of utmost importance.
Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team.
Ability to self-motivate, to identify and implement appropriate day to day actions with high-level direction and minimal guidance. The candidate should have proven ability to exercise calmness under extreme pressure. Should have the ability to make quick, decisive and correct judgement calls, and should have an active problem-solving mindset.
Ability to identify or infer from information available, the impact to business resulting from an incident, and determine & drive the escalation and response plan appropriate to the impact.
Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience.
Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results.
Prior experience in working with a telecommunications service provider in Technical roles will be a huge advantage.
Proficiency with Microsoft Office Suite and desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role.
Desired Skills
Strong understanding of ITIL and Major Incident Management practices.
Experience with automation and monitoring technologies.
Good understanding of infrastructure technologies and Data-center
Understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database, and Mainframe Computers knowhow would be an added advantage
Friendly, outgoing, positive approach to daily work and interactions, and a creative approach to solving problems and driving results.
Experience & Education
Demonstrable experience working in an operational area of IT, within a large or multi-client environment, in any of the following:
Primary/Senior/Lead technical support role, with 3 to 6 years of experience.
Graduate Degree Holder or Equivalent
Within a 24 7 Network Operations, Security Operations, or Customer Service Center
Incident Management with a demonstrated track record of increasing responsibility or satisfactory results.
ITIL Foundation V3/V4 Certified
