Major Incident Manager

About the position

We are looking for an experienced and customer-focused Major Incident Manager to join our dynamic Network Operations Center (NOC) team. In this senior-level role, you will take ownership of managing and mitigating critical incidents that impact our customers, ensuring seamless communication, swift resolution, and minimal disruption to their operations. You will serve as the primary advocate for our customers during high-impact incidents, ensuring their needs are met while maintaining our commitment to service excellence."

Key Responsibilities:

Major Incident Management:

• Lead the resolution of high-impact incidents with a strong focus on minimizing the impact on customers and their operations.
• Act as the customer advocate during incident management processes, ensuring their concerns and business priorities are addressed.
• Conduct post-incident reviews with customers to provide transparent insights into root causes, resolution steps, and preventative measures.

Escalation Management:

• Serve as the primary point of contact for customers during critical incidents, providing timely updates and reassurance.
• Ensure escalated incidents are resolved with the customer's business needs and priorities in mind.

Service Management and Problem Management:

• Maintain open, proactive communication with customers regarding incident statuses, root cause analyses, and long-term resolutions.
• Work with customer stakeholders to ensure that corrective actions align with their business objectives.

Communication & Stakeholder Management:

• Translate technical issues into clear, actionable updates for customers, ensuring they feel informed and confident in the resolution process.
• Provide tailored executive-level reporting for customers, highlighting incident trends and actionable insights to improve their experience.

NOC and Technical Support:

• Oversee NOC teams during major incidents, ensuring proper troubleshooting procedures are followed.
• Assist in managing network and service outages, with a strong focus on minimising impact on business operations.

Continuous Improvement:

• Gather customer feedback to enhance the incident management process and ensure continuous alignment with their expectations.
• Collaborate with internal teams to refine workflows and reduce recurring issues that affect customer satisfaction.

Required Qualifications & Experience:
Educational Qualifications:

• Bachelor's degree in information technology, Telecommunications, Computer Science, Engineering, or a related field (required).
• Master's Degree or professional certifications in a relevant field (e.g., ITIL Advanced, Project Management, etc.) would be considered a strong advantage.

Telecommunications Experience:

• Minimum of 5 years of experiencein the telecommunications industry, with a solid understanding of network infrastructure, connectivity, and service delivery.

Service Management Expertise:

• In-depth experience in ITIL-based Service Management, with an advanced understanding of ITIL processes (incident management, problem management, change management).
• Proven track record of managing escalations and resolving critical network outages.

NOC Experience:

• Demonstrated experience working in a Network Operations Center (NOC) environment, troubleshooting and mitigating network-related issues.

Root Cause Analysis (RCA):

• Strong background in performing root cause analysis for major incidents and identifying long-term solutions to prevent recurrence.

Technical Qualifications:

• ITIL Advanced Certification (required).
• Business Writing Certification or equivalent (required).
• Telecommunications/Networking Certifications (e.g., CCNA, CCNP, Juniper Networks Certification, CompTIA Network+) are highly [URL Removed] Management certifications (e.g., PMP, PRINCE2) would be advantageous.

Communication Skills:

• Excellent ability to articulate technical issues in simple, business-friendly language for non-technical senior management and executives.
• Exceptional written and verbal communication skills, including experience in creating business reports and documentation.

Leadership & Stakeholder Management:

• Ability to lead incident response teams, manage escalations, and interact confidently with senior management and C-suite executives.

Analytical Skills:

• Strong problem-solving and analytical thinking skills, with the ability to quickly assess situations and develop effective solutions.

Additional Skills & Competencies:

Leadership:

• Proven ability to lead cross-functional teams through high-pressure situations.
• Attention to Detail: High attention to detail and commitment to delivering quality service.
• Time Management: Ability to prioritize multiple high-priority incidents and tasks efficiently.
• Customer Empathy: Strong ability to understand customer pain points during critical incidents and deliver empathetic, professional support.
• Customer-Centric Mindset: Demonstrated commitment to prioritizing customer satisfaction and building trust through clear and consistent communication.
• Proactive Communication: Expertise in providing timely, transparent, and value-driven updates to customers during incident lifecycles.

Desired Skills:

• ITIL
• Ccna
• NOC
• CCNP
• CompTIA Network+
• Major Incident Management
• RCA
• Project Management

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Degree

About The Employer:

Leader in providing seamless Information and Communication Technology (ICT) solutions. With a focus on building and managing the technological backbone that powers businesses, End-to-end ICT solutions that are critical for the development and growth of companies. The company boasts vast in-house experience in networking and IP telephony and controls its service levels and pricing by owning its core fibre network and Tier III data centre.

Employer & Job Benefits:

• Provident Fund
• Group Life Assurance
• hybrid