Incident Manager

Responsibilities

• Provides Incident Management support for an assigned set of customers and / or services.
• Monitors platform, network, application and other service events.
• Validates network, system and application redundancy effectiveness.
• Validates restore / repair actions and clears alarms.
• Tracks, re-directs and escalates the incident workflow to subsequent support levels.
• Validates the operational success of deployments / maintenance activity.
• Resolves inoperability issues.
• Resolves incidents within a defined time period, escalating when additional help is required.
• Closes trouble tickets and provides feedback / updates to tracking / data management systems.
• Complies with established incident and change management processes.
• Coordinates with fix agents to perform repair and/or maintenance based on event severity.
• Informs manager / other relevant stakeholders about potential problems; offers process improvement suggestions.
  

Qualifications

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Incident Management.
• Good business English skills (Written and spoken).
  

About Us

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