Job Summary
The Telecommunication Incident Management Specialist is responsible for overseeing the end-to-end incident management process, ensuring the prompt identification, assessment, escalation, resolution, and closure of incidents. The role collaborates with internal teams, vendors, and stakeholders to minimize service disruptions, drive continuous improvement, and maintain high levels of customer satisfaction.
Key Responsibilities
- Lead and manage incident response activities from detection through resolution and closure.
- Coordinate incident resolution efforts across NOC, SOC, Field Operations, and other support teams.
- Serve as the primary point of contact for incident communications and stakeholder updates.
- Ensure timely escalation of critical incidents based on established procedures.
- Develop, maintain, and update incident management and escalation protocols.
- Coordinate with third-party vendors and service providers to expedite issue resolution.
- Prepare incident reports, root cause analyses, and post-incident reviews.
- Monitor incident trends and performance metrics to identify opportunities for process improvement.
- Maintain and update knowledge bases and operational documentation.
- Provide 24/7 operational support as required, including mid-shift and night-shift schedules.
Qualifications
- Bachelor's degree in information technology, Electronics and Communications Engineering (ECE), Computer Engineering, or a related field.
- Minimum of three (3) years of relevant experience in Incident Management within the telecommunications industry.
- Strong understanding of telecom networks, including transmission, transport, wireless, and IP technologies.
- Experience with network monitoring tools such as SolarWinds, Nagios, Zabbix, Netcool, or PRTG.
- Proficient in ticketing and case management systems.
- Skilled in Microsoft Office applications (Excel, Word, PowerPoint, Visio, Outlook) and Microsoft Teams.
- Excellent communication and interpersonal skills with the ability to translate technical concepts for non-technical audiences.
- Strong analytical, problem-solving, and multitasking abilities.
- Ability to remain calm and effective during high-pressure and critical incident situations.
- Willing to work on a rotating schedule, including nights, weekends, and holidays.
Preferred Certifications
- ITIL Foundation Certification (Incident and Problem Management)
- CCNA or equivalent networking certification
- ISO 20000 and/or ISO 27001 Awareness
