Manager – Incident Management

Job Purpose :

The role will ensure business continuity and minimize the impact of any maintenance issues or outage incidents. The responsibilities include leading the formulation of response guidelines, overseeing end-to-end management of incidents from initiation to resolution, establishing and adhering to incident response procedures and protocols, coordinating with relevant teams during the incident response.

The role is instrumental in documenting the details, causes, and resolution actions of incidents for future reference. The role shall also conduct post-incident reviews to identify improvement areas, implementing preventive measures to limit future incidents, and acting as an escalation point for major incidents.

Job Responsibilities:

Strategic Contribution

• Ensure all incident are attended to with maximum efficiency and reliability.
• Ensure all incidents and complaints are addressed and resolved within the agreed SLA’s.
• Apply the division's forward-thinking, efficiency-focused vision to his or her daily tasks.
• Execute the divisions incident management plans

Incident Management

• Oversee the formulation of standardized incident response procedures and guidelines
• Ensure business continuity and minimize the impact of utility incidents.
• Maintain updated incident response procedures for all utilities.
• Oversee the documentation of each incident's details, causes, and resolution steps.
• Lead the execution of post-incident review for continuous improvement.
• Help Implement preventive measures to reduce future incidents.
• Act as the escalation point (SPOC) for major incidents and report all significant incidents to senior management

Leadership

• Coordinate with suppliers or vendors to ensure that all work is carried out efficiently, in line with the strategic project management plans, policies and procedures.
• Manage the team by setting priorities and objectives, managing performances, and providing ongoing feedback and coaching to meet the functional challenges and goals.
• Serve as a role model to ensure employees’ awareness and commitment to RSG vision, mission, values, fundamentals, and corporate strategy to establish a highly engaged and motivated human resources, and continuously improve performance.

Policies, Systems, Processes, Procedures, Standards and Reports

• Follow all relevant incident response policies, processes, procedures, and instructions to ensure that work is carried out in a controlled, consistent and effective manner.
• Assist in the Provide the necessary information and data for the preparation of accurate and timely functional MIS statements and reports to meet corporate and functional requirements, policies, and standards.
• Analyze incident response related processes to identify areas of efficiency.

Safety, Quality & Environment

• Apply safety, quality and environmental management policies, procedures, and controls to ensure employee safety, legislative compliance, delivery of high-quality products/services and a responsible environmental attitude.

Continuous Improvement

• Identify opportunities for continuous improvement to the team’s systems, processes and practices considering ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
• Assess operational processes and execute improvement strategies to enhance efficiency
• Ensure that all operations are carried out according to best practices and standards.
• Assess operational processes and execute improvement strategies to enhance efficiency
• Ensure that all operations are carried out according to best practices and standards.

Qualification and Experience:

• Bachelor’s degree in engineering with Electrical/Mechanical/Telecommunication technology.
• 6-8 years of relevant experience with at least one year as project lead/manager .

This position is 100% site based.

For more information about Red Sea Global, visit:

• Website: https://www.redseaglobal.com/en
• YouTube: https://www.youtube.com/watch?v=6ySGZwubomw
• Twitter: https://twitter.com/RedSeaGlobal