Job Description

Note:: Shift: Rotational 24x7 support (including weekends and holidays)

Role Overview:

The Incident Manager & MIM Specialist will be responsible for managing and resolving critical incidents (P1/P2) across Telco IT systems, ensuring minimal business impact and timely communication. This role demands strong technical coordination, crisis management skills, and the ability to work under pressure in a fast-paced environment. The position requires hands-on experience in ITIL-based incident processes, Telco application support, and exposure to infrastructure and cloud technologies.

1. Incident Handling & Coordination

• Lead and manage P1/P2 incidents across Telco IT systems (OSS/BSS, Billing, CRM, Provisioning, etc.).
• Run Major Incident Management (MIM) calls: coordinate technical teams, drive resolution, and ensure timely updates.
• Provide structured and clear communication to leadership and impacted teams during and after incidents.

2. SLA & KPI Compliance

• Monitor and ensure SLA adherence for incident resolution.
• Track and report KPIs such as MTTR, RCA completion, and repeat incident reduction.

3. Root Cause Analysis & Process Improvement

• Perform RCA for major incidents and ensure corrective/preventive actions are implemented.
• Maintain and improve incident playbooks for faster recovery and automation opportunities.
• Collaborate with Problem Management to reduce recurring issues and improve service stability.

4. Reporting & Stakeholder Engagement

• Act as the primary point of contact for leadership during major incidents.
• Provide clear, data-driven post-incident reports and actionable insights.
• Build strong relationships with client stakeholders and technical teams to ensure transparency and trust.
• Prepare and share incident reports and post-incident reviews with actionable insights.
• Communicate effectively with senior stakeholders during high-pressure situations.

5. Continuous Improvement & Automation

• Drive initiatives for automation in incident detection and resolution.
• Work with ITSM tools and monitoring platforms to enhance proactive incident management.

Skills & Requirements:

• 8+ years of experience in Incident Management within Telco IT domain.
• Strong knowledge of ITIL practices and ITSM tools (Helix, Remedy) and monitoring platforms.
• Excellent communication and crisis management skills.
• Ability to manage multiple stakeholders under pressure and maintain structured updates.
• Exposure to infrastructure and cloud technologies (AWS, Azure, GCP).
• Willingness to work in rotational 24x7 shifts, including weekends and holidays.

Required Qualifications:

• Bachelor's degree in Telecommunications, IT, or related field.
• ITIL Foundation or higher certification.

Preferred Certifications:

• ITIL Managing Professional or Expert.
• Cloud certifications (AWS, Azure, GCP).

Telecom-specific certifications (TM Forum, eTOM).

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