IT Network Incident Manager (46379)

The Incident Manager will oversee and coordinate with various support teams to address internal and customer escalations. This role operates independently within the Service Management framework.

Incident Escalations

Acknowledge and manage escalated tickets, applying critical thinking to resolve customer issues handled by support

Identify chronic cases for all services and escalate to the relevant Engineering team.

P1 Incident Coordination

Acknowledge P1 incidents and participate in bridge calls with customers.

Ensure the appropriate support team joins the bridge call and resolves the issue promptly.

Regularly update customers on findings, troubleshooting performed, and next steps.

Incident Reporting

Create and distribute incident reports to stakeholders.

QUALIFICATIONS:

Bachelor's degree holder in IT or any related courses.

With at least 3 years of Incident escalation experience for IT Network/Telecommunication.

Possess a strong foundation in networking.

Demonstrate a good understanding of network security principles.