Incident Manager

Rule PurposeWill 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.Incident Manager Responsibilities:Responding to a reported service incident, identifying the cause, and initiating the incident management process.Collaborating with the incident management team to ensure that all protocols are diligently followed.Logging all incidents and their resolution to see if there are recurring malfunctions.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 repeatedTraining staff to use new processes and proceduresProfessional Incident reports for each Incident showing all needed details, chronology, RCA, lessons learnt, …Manage vendor and OEM L2/L3 escalationsPrepare Crisis management scenarios and periodical simulation tests for crisis management process implementationKey Performance Indicators (KPIs)Mean Time to Detect (MTTD)Mean Time to Restore (MTTR)SLA complianceMajor incident recurrence ratePIR quality and closure rateCustomer satisfactionRequired Qualifications & Experience:Has background about Core/IP/Transmission Excellent managerial skills and ability to collaborate with team members.ITIL certified is preferred