Incident Manager

Incident Manager

Location: Flexible (able to work from home)

The Incident Manager will have overall responsibility for managing the triage queue of faults on a mobile technology swap programme.

Responsibilities of Incident Manager include;

  • Root Cause Analysis of reoccurring tickets
  • Ensure a high quality ticket management philosophy is maintained both from a ticket details and ticket management perspective
  • Customer reporting
  • Analysing and coordinating escalations / reassignment
  • Ensure business objectives are achieved through proactive and diligent management of incidents to successful conclusion and delivering an excellent customer experience

Background from Incident Manager;

  • Proven expertise managing telecommunication service environments and technologies including wireless networks
  • Able to forward plan and continuously achieve high performance
  • Sound experience performing RCA and explaining to customer results in a professional way to benefit all parties
  • Strong ticket management skills (remedy)
  • Experience with MBNL / 3UK processes would be beneficial