Incident Manager

Incident Manager



Job Summary 

  • The purpose of the position is to ensure end to end accountability of Major Incidents within the   Managed Services business

  • This incident maybe across any of the managed services technologies

  • The role will ensure that ticket management is following customer guidelines

  • The role will also ensure that all people working within the Assurance function are fully knowledgeable on the customer base that they are support (on a per country basis)

  • Manage to resolve incidents, utilizing the global resources of Global Cloud Xchange

  • Ensure contracted levels of performance are achieved

  • Engage Problem Management team on a regular basis to highlight and eliminate reoccurring issues

  • Point of contact for all country aligned queries and difficult support requests

  • Act as point of contact for client and internal requests

  • The role will report to the MS Assurance Manager, and matrix manage into the regional “in country” Head of Assurance, ensuring the tight linkage between in country assurance mangers, and the GSC is obtained


Duties & Responsibilities

The Incident Manager role will involve but is not limited to

  • Knowledge “owner” of the customer base under management by this specific role
  • Ensure all staff working on the customer segment are fully knowledgeable, and have access to information
  • Take ownership of major incidents for any major incident
  • Coach and mentor end to end of customer service
  • work close with the networking teams in fault scenarios


Skills and Experience 

  • The candidate will have more than 2 years experience in customer service or telecommunications
  • Total customer service experience should be 5 years
  • Experience helpdesk environment
  • Experience in working is a service provider environment
  • Experience in working with multiple providers and technologies
  • Confident English written and verbal communication skills and experience discussing solutions with clients.
  • Experience in completing high quality documentation and reporting for internal and client use
  • proficient MS office (MS Word and Excel user)



  • B.E/B.Tech/MBA/MCA


Additional Requirements (“E” denotes Essential and “D” denotes Desirable)

  • E = MS Word and Excel knowledge
  • E = ITIL knowledge
  • E = Customer centricity
  • E = Networking knowledge within a global environment
  • E = Networking or telecoms experience
  • E = Good understanding of TCP/IP
  • E = Experience of management and monitoring tools (SNMP based)
  • E = Experience with reporting tools
  • E = Working experience in a support role (level2/3) in a service provider environment
  • E = Ability to analyse data and transfer into a reporting package/with executive summary
  • E =Excellent understanding of QoS (Quality of Service) concepts
  • D = Working experience in an implementation engineering role in a service provider environment
  • D = Riverbed Certified Solutions Professional certification (RCSP)
  • D = Cisco CCNA or CCDA certification
  • D = ITIL practitionerV3, or foundation V3
  • D = Experience with scripting, programming and regular expressions



Job Type: Full-time

Employment Type: Permanent