Incident Manager

Responsibilities

• Provides Incident Management support for more complex customers / services.
• Serves as a contact point for customers in the context of specific services and escalation management.
• Proactively notifies customers and internal stakeholders of potential issues impacting service performance; provides regular status updates as required.
• Coordinates service resolution engagement work across internal, supplier and other parties.
• Manages resolution of ticket-specific service delivery issues.
• Performs root cause analysis of recurring issues and proposes specific 'get well' plans to achieve sustainable resolution.
• Verifies debriefing of calls and collects / records missing information.
• Post processes incorrect or incomplete debriefed calls, informing all stakeholders of remedial actions to prevent similar concerns in future.
• Recommends and supports implementation of service optimization / improvements.
  

Qualifications

Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 4-6 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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