Incident Manager

Will be in charge of leading the incident management process to resolution and restoring our company's provided MS operations swiftly. Will also log and categorize recurring incidents to improve incident management protocols.

Should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

• Overseeing the incident management process and team members involved in resolving the incident.

• Act as Incident Commander, leading war rooms and coordinating cross-functional teams.

• Responding to a reported service incident, identifying the cause, and initiating the incident management process.

• Prioritizing incidents according to their urgency and influence on the business.

• Producing documents that outline incident protocols such as how to handle Emergency/Critical incidents or how to correct network failures.

• Collaborating with the incident management team to ensure that all protocols are diligently followed.

• Linking all stakeholders during incidents till resolution

• Escalation on time and communication to management layers based on agreed SLA via agreed communication channels

• Logging all incidents and their resolution to see if there are recurring malfunctions.

• Adjusting the incident management process as required to ensure its effectiveness.

• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

• Daily/Weekly/Monthly meetings with stakeholders and customer management summarizing all occurred incidents and it’s evaluation and plan of mitigation in order not to be repeated

• Training staff to use new processes and procedures

• Professional Incident reports for each Incident showing all needed details, chronology, RCA, lessons learnt, …

• Manage vendor and OEM L2/L3 escalations

• Prepare Crisis management scenarios and periodical simulation tests for crisis management process implementation

• Mean Time to Detect (MTTD)

• Mean Time to Restore (MTTR)

• SLA compliance

• Major incident recurrence rate

• PIR quality and closure rate

• Customer satisfaction

• Bachelor's degree in telecommunications, engineering, or a related field.

• At least 5 years’ experience working in Telecom service management, or a similar role.

• Strong technical background about mobile networks and different technologies 2G/3G/4G/5G

• Strong knowledge of Telecom network service management including mobile networks.

• Has background about Core/IP/Transmission 

• Experience working with Mobile Network Monitoring systems and software for different vendors 

• Excellent in using Microsoft tools, Outlook, Excel, Word, Power point, etc…

• Excellent managerial skills and ability to collaborate with team members.

• Ability to analyze a high volume of technical data and work in a fast-paced environment.

• Strong problem solving, analytical, and time management skills.

• ITIL certified is preferred

• Ability to work 24/7 Operational environment