Incident Manager
Job Description
Job Description :
- Manager Incident 24X7 and ensure minimal disruption to the service
- Speedy Restoration for all incidents
- Setting up of Technical & Management Bridge
- Verification of MIN messages to ensure completeness & correctness of the information being sent to the customer.
- Act as a center focal point for all departments during Severity 1 incident and coordinate between them to get the speedy results
- Assemble the Technical Recovery team once severity 1 outage is declared
- Ensure an Action plan / Back Up Plan is created for the restoration within SLA
- Ensure timely communication / information flow towards internal & external stakeholders
- Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA
- Circulate the important reports related to Severity 1 performance as per the instructions
- Industry experience: Telecom / Customer Management / IT
- Years of experience: 4-8 Years
- Certifications: ITIL
- Technical and/or functional skills: Basic Telecom Knowledge, Negotiation Skills, Customer Management skills, Interpersonal Skills
- Leadership skills: Ability to lead with an example
Job Details
Employment Types:
Part time
Industry:
Telecom
Function:
Customer Service / Call Centre / BPO
Roles:
Customer Service Executive (Voice)
Skills:
Incident Manager
