Incident Manager

• 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.

Required 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).