incident manager

Shield

<div><h3 class="jobSectionHeader"><b>Description</b></h3><div><br>
IronOrbit is seeking an Incident and Problem Manager to be part of our Managed Services customer support team, ensuring rapid incident resolution, effective problem management, and clear communication with internal stakeholders and customers. This role is part of the overall Support Operations and the Manager will be responsible for ensuring exceptional service continuity and superior customer satidfaction, while driving continual improvement.<br>
</div><div>The Incident and Problem Manager will coordinate very closely with Senior Service Manager and Customer Success Manager teams, managing escalations, resolving Problems, addressing service impacts and providing clear ownership of the Root Cause Analysis and proactive remediation across customer systems.</div><br>
<h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><br>
<ul>
<li>
Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment.</li>
<li>Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones.</li>
<li>Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs.</li>
<li>Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions.</li>
<li>Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts.</li>
<li>Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption.</li>
<li>Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager.</li>
<li>Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams.</li>
<li>Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.</li></ul><div></div><h3 class="jobSectionHeader"><b><br>
Skills, Knowledge &amp; Expertise</b></h3><br>
<ul>
<li>
3+ years in an IT support or service management leadership role (MSP experience highly preferred).</li>
<li>Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments.</li>
<li>Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting.</li>
<li>Proven ability to lead distributed/remote teams effectively.</li>
<li>Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings.</li>
<li>Experience with ITSM tools and incident/problem management processes.</li>
<li>Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager).</li>
<li>Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V).</li>
<li>Ability to coordinate effectively with after-hours and overnight teams.</li>
</ul><div><b>Preferred:</b></div><ul>
<li>ITIL certification or equivalent process knowledge.</li>
<li>Experience managing cross-time-zone teams and facilitating virtual collaboration.</li>
<li>Familiarity with MSP performance metrics, SLA reporting, and continual service improvement.</li>
<li>Knowledge of compliance frameworks (ISO 27001, PCI, SOC2).</li>
<li>Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).</li></ul><div></div><h3 class="jobSectionHeader"><b><br>
About IronOrbit</b></h3><div>
At IronOrbit, we're more than just a technology company - we're a fully integrated Information &amp; Communications Technology partner. As a Specialized Cloud Services Leader, we're dedicated to helping businesses across major industries and verticals plan, deploy, and fuel their digital transformations.<br>
<br>
<i>IronOrbit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. IronOrbit is committed to a diverse and inclusive workplace.</i></div></div>

Incident and Problem Manager

Vodafone

<div><div><div><div><h2 class="jobSectionHeader"><b>Join Us</b></h2>
</div><div><p>
At Vodafone, we&rsquo;re not just shaping the future of connectivity for our customers &ndash; we&rsquo;re shaping the future for everyone who joins our team. When you work with us, you&rsquo;re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
What you&rsquo;ll do</b></h2>
</div><div><ul><li>Lead and manage the Incident Management and Business Continuity (BC) processes end-to-end</li><li>Serve as the single point of contact (SPOC) for major incidents and continuity events</li><li>Coordinate cross-functional response and recovery efforts to restore services and business operations quickly</li><li>Establish, maintain, and continuously improve Business Continuity Plans (BCP) and Disaster Recovery (DR) frameworks</li><li>Conduct Business Impact Analyses (BIA) to identify critical business processes and dependencies</li><li>Define and maintain RTO (Recovery Time Objectives) and RPO (Recovery Point Objectives) with service and process owners</li><li>Lead major incident bridge calls and ensure structured response, timely decisions, and clear communication</li><li>Provide real-time stakeholder and leadership updates during major incidents and outages</li><li>Oversee incident documentation, reporting, and tracking through closure</li><li>Drive root cause analysis and ensure preventive and corrective actions are implemented</li><li>Monitor and report on incident metrics, trends, and service resilience performance</li><li>Plan and conduct BC/DR simulations, drills, and tabletop exercises</li><li>Maintain up-to-date response procedures, continuity documentation, and escalation contacts</li><li>Ensure awareness and adherence to incident response &amp; continuity playbooks across teams</li><li>Collaborate with internal teams and external vendors on recovery and resilience planning</li><li>Support compliance with service-level agreements (SLAs) and contractual continuity requirements</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
Who you are</b></h2>
</div><div><ul><li>Minimum 5 years of experience in Incident Management, Business Continuity, Service Management, or related fields</li><li>Experience managing major service incidents and continuity processes in a technology or service-based environment</li><li>Strong knowledge of ITIL Incident &amp; Problem Management (ITIL certification preferred)</li><li>Proven experience with BCP, DR, BIA, and crisis/continuity governance</li><li>Strong leadership and facilitation skills during high-pressure situations</li><li>Excellent communication skills, with the ability to deliver clear updates to senior executives</li><li>Strong analytical mindset with the ability to drive root cause and long-term prevention actions</li><li>Experience running BC/DR tests, tabletop simulations, and readiness exercises</li><li>Familiarity with service delivery models (SaaS, Managed Services, MSP, Technology Operations)</li><li>Ability to develop policies, procedures, and playbooks</li><li>Strong organizational and multitasking skills with attention to detail</li><li>Bachelor&rsquo;s degree in Business, Engineering, Information Systems, or related field (Master&rsquo;s is an advantage)</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
Not a perfect fit?</b></h2>
</div><div><p>
Worried that you don&rsquo;t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you&rsquo;re excited about this role but your experience doesn&rsquo;t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
What's in it for you</b></h2>
</div><div><p>
We like to keep them flexible:</p><ul><li>Vflexy: Flexible Benefits Program</li><li>Hybrid working kit</li><li>Ergonomic kit allowance</li><li>Digital meal voucher</li><li>Flexible transportation allowance.</li><li>Employee assistance hotline &amp; counselling</li><li>Comprehensive and flexible private health insurance</li><li>Discounted price deals for wide range of products &amp; services</li></ul><p><br>
Plus, plenty more to enjoy!If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr</p><p>
https://www.vodafone.com.tr/insan-kaynaklari</p><p>
Instagram: https://www.instagram.com/vodafonekariyer/</p><p>
Youtube: https://www.youtube.com/user/VFTurkiye</p><p><br>
Data Privacy<br>
By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/ for further details.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
Who we are</b></h2>
</div><div><p>
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.</p><p>
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.</p><p>
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.</p><p>
Together we can.</p></div></div></div></div>

VBTS Resilience & Incident Senior Expert

Mastercard

<div>
 <strong>
  Our Purpose
  <br/>
  <br/>
 </strong>
 <em>
  Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we&rsquo;re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
  <br/>
  <br/>
 </em>
 <strong>
  Title And Summary
  <br/>
  <br/>
 </strong>
 Product Operations
 <br/>
 <br/>
 <strong>
  Overview
  <br/>
  <br/>
 </strong>
 The Director, Network Products will join a team driving product strategy, roadmap, and execution of the future of Mastercard&rsquo;s global core payments network. The payments network is Mastercard&rsquo;s core strategic asset, directly driving over $8 billion in revenue and providing the platform for other key products and services.
 <br/>
 <br/>
 The Product Operations Specialist will be responsible for managing all product incidents and provides support related to Network Products. The Product Incident Specialist is responsible for overseeing the detection, response, and resolution of product-related incidents to minimize customer impact and maintain service quality. This position bridges technical teams, product management, and customer support to ensure timely communication, root cause analysis, and continuous improvement of incident processes. The Product Operations&rsquo; primary goal is to restore normal service operation as quickly as possible while minimizing impact on the business.
 <br/>
 <br/>
 <strong>
  Role
  <br/>
  <br/>
 </strong>
 The scope of the responsibilities extends beyond merely addressing incidents as they arise. It encompasses a proactive approach to incident management, including the identification of potential issues before they escalate into significant problems. This involves analyzing incident trends, implementing preventive measures, and collaborating with various teams to enhance overall service quality.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Act as the primary point of contact during product incidents, coordinating cross-functional teams to drive swift resolution.
  </li>
  <li>
   Monitor product performance and proactively identify potential issues before they escalate.
  </li>
  <li>
   Lead incident triage, prioritization, and escalation according to defined SLAs.
  </li>
  <li>
   Maintain accurate and detailed incident records.
  </li>
  <li>
   Communicate incident status, impact, and resolution updates to stakeholders.
  </li>
  <li>
   Conduct post-incident reviews, document root causes, and recommend preventive measures.
  </li>
  <li>
   Collaborate with engineering, QA, and product teams to improve product stability and resilience.
  </li>
  <li>
   Develop and refine incident management processes, playbooks, and reporting metrics.
  </li>
  <li>
   Automation and AI Integration: Simplifying tasks and processes through programming and AI tools
  </li>
  <li>
   Data visualization by turning results into clear reports, dashboards, and visualizations that make insights easy to understand.
  </li>
  <li>
   Communication and collaboration by working closely with different teams to make sure data-driven insights are put into action.
  </li>
  <li>
   Identifying and integrating new datasets to enhance product capabilities.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  All About You
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Computer Science, Information Systems, or related field (or equivalent experience).
  </li>
  <li>
   Proven experience in incident management, product operations, or technical support is preferred.
  </li>
  <li>
   Strong problem-solving, analytical, and decision-making skills under pressure.
  </li>
  <li>
   Excellent communication and stakeholder management abilities.
  </li>
  <li>
   Familiarity with incident management frameworks is a plus.
  </li>
  <li>
   Experience with monitoring tools, ticketing systems, and root cause analysis techniques.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Corporate Security Responsibility
  <br/>
  <br/>
 </strong>
 All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
 <br/>
 <br/>
 <ul>
  <li>
   Abide by Mastercard&rsquo;s security policies and practices;
  </li>
  <li>
   Ensure the confidentiality and integrity of the information being accessed;
  </li>
  <li>
   Report any suspected information security violation or breach, and
  </li>
  <li>
   Complete all periodic mandatory security trainings in accordance with Mastercard&rsquo;s guidelines.
  </li>
 </ul>
</div>


Product Operations

Genpact

<p></p><div><div><div><div><div><b><i>Ready to build the future with AI?</i></b></div></div><div><div><b><i>
At Genpact, we don&rsquo;t just keep up with technology&mdash;we set the pace. AI and digital innovation are redefining industries, and we&rsquo;re leading the charge. Genpact&rsquo;s </i></b><b><i>AI Gigafactory</i></b><b><i>, our industry-first accelerator, is an example of how we&rsquo;re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to </i></b><b><i>agentic AI</i></b><b><i>, our breakthrough solutions tackle companies&rsquo; most complex challenges.</i></b></div></div><div><div><b><i>
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what&rsquo;s possible, this is your moment.</i></b></div></div><div><div><b><i>
Genpact (NYSE: G) is an</i></b><b><i> </i></b><b><i>advanced technology services and solutions company that delivers</i></b><b><i> </i></b><b><i>lasting</i></b><b><i> </i></b><b><i>value for leading enterprises</i></b><b><i> </i></b><b><i>globally.</i></b><b><i> </i></b><b><i>Through our</i></b><b><i> </i></b><b><i>deep business knowledge, operational excellence, and cutting-edge solutions &ndash; we help companies across industries get ahead and stay ahead.</i></b><b><i> </i></b><b><i>Powered by curiosity, courage, and innovation</i></b><b><i>,</i></b><b><i> </i></b><b><i>our teams</i></b><b><i> </i></b><b><i>implement</i></b><b><i> </i></b><b><i>data, technology, and AI</i></b><b><i> </i></b><b><i>to</i></b><b><i> </i></b><b><i>create tomorrow, today.</i></b><b><i> </i></b><b><i>Get to know us at</i></b><b><i> </i></b><b><i>genpact.com</i></b><b><i> </i></b><b><i>and on</i></b><b><i> </i></b><b><i>LinkedIn</i></b><b><i>,</i></b><b><i> </i></b><b><i>X</i></b><b><i>,</i></b><b><i> </i></b><b><i>YouTube</i></b><b><i>, and</i></b><b><i> </i></b><b><i>Facebook</i></b><b><i>.</i></b></div></div><div><div><b>
Inviting applications for the role of Consultant - ITIL</b></div></div><div><div><b>
In this role, a person will follow a process to manage the Problem Management process. This person will coordinate between IT Infra &amp; application departments to ensure the timely resolution of major incidents RCAs &amp; follow a detailed process of problem management and, resolution management.</b></div></div><div><div><b>
Will make independent decisions regarding new processes and procedures for the improvements of Problem Management process.</b></div></div><div><div><b>
This role will also require working in US Hours.</b></div></div><div><div><b>
Responsibilities</b></div></div><div><ul><div><div><b>
Lead, manage and continuously improve procedures for Problem Incident Management.</b></div></div></ul></div><div><ul><div><div><b>
Leads Problem Management bridge calls, ensures prompt action on behalf of all teams involved.</b></div></div></ul></div><div><ul><div><div><b>
Make recommendations to management regarding improvements, and concerns.</b></div></div></ul></div><div><ul><div><div><b>
Deliver high-quality incident management and problem management for any high severity issues.</b></div></div></ul></div><div><ul><div><div><b>
Drive reduction in Mean Time to Repair (MTTR) by improving the problem management processes.</b></div></div></ul></div><div><ul><div><div><b>
Prioritize incidents and problems based on urgency and impact to the business.</b></div></div></ul></div><div><ul><div><div><b>
Write and maintain documentation for problem protocols, processes, and standards.</b></div></div></ul></div><div><ul><div><div><b>
Engage and coordinate relevant personnel from all teams during problem resolution Improve internal incident and problem communication strategies.</b></div></div></ul></div><div><ul><div><div><b>
Collaborate with problem owners, technical owners, stakeholders to investigate root causes and facilitate resolution in adherence with established SLAs.</b></div></div></ul></div><div><div><b>
Qualifications we seek in you!</b></div></div><div><div><b>
Minimum Qualifications</b></div></div></div><div><div><ul><div><div><b>
Bachelor's degree in information technology, engineering, or a related field.</b></div></div></ul></div><div><ul><div><div><b>
Worked in IT service management, being Problem / Incident Manager or a similar role. Tech support experience is helpful.</b></div></div></ul></div><div><ul><div><div><b>
Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations.</b></div></div></ul></div><div><ul><div><div><b>
Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant.</b></div></div></ul></div><div><ul><div><div><b>
Ability to analyse a high volume of technical data and work in a fast-paced environment.</b></div></div></ul></div><div><ul><div><div><b>
Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management</b></div></div></ul></div><div></div><div><div><b><br>
Preferred Qualifications/ Skills</b></div></div><div><ul><div><div><b>
Knowledge of tools such as ServiceNow, JIRA, Advanced Excel will be added advantage</b></div></div></ul></div><div><div><b><i>
Why join Genpact?</i></b></div></div><div><ul><div><div><b><i>
Lead AI-first transformation</i></b><b><i> &ndash; Build and scale AI solutions that redefine industries</i></b></div></div></ul></div><div><ul><div><div><b><i>
Make an impact</i></b><b><i> &ndash; Drive change for global enterprises and solve business challenges that matter</i></b></div></div></ul></div><div><ul><div><div><b><i>
Accelerate your career</i></b><b><i>&mdash;Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills</i></b></div></div></ul></div><div><ul><div><div><b><i>
Grow with the best</i></b><b><i> &ndash; Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace</i></b></div></div></ul></div><div><ul><div><div><b><i>
Committed to ethical AI</i></b><b><i> &ndash; Work in an environment where governance, transparency, and security are at the core of everything we build</i></b></div></div></ul></div><div><ul><div><div><b><i>
Thrive in a values-driven culture</i></b><b><i> &ndash; Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress</i></b></div></div></ul></div><div><div><b><i>
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.</i></b></div></div><div><div><b><i>
Let&rsquo;s build tomorrow together.</i></b></div></div><div></div><div><div><b><i><br>
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, </i></b><b><i>color</i></b><b><i>, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.</i></b><br>
<b><i>Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.</i></b></div></div></div></div><p></p><p><br>
JobConsultant</p><p>
Primary LocationIndia-Noida</p><p>
ScheduleFull-time</p><p>
Education LevelBachelor's / Graduation / Equivalent</p><p>
Job PostingDec 17, 2025, 4:01:30 AM</p><p>
Unposting DateJan 16, 2026, 12:29:00 PM</p><p>
Master Skills ListConsulting</p><p>
Job CategoryFull Time</p></div>

Consultant - ITIL

<div>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 The role holder is responsible for ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders. The role holder shall carry out his duties in accordance with the stipulated business policies and procedure
 <br/>
 <br/>
 <strong>
  Job Responsibility
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ensure uninterrupted, highest-quality service delivery to all &lsquo;Special Services&rsquo; customers
  </li>
  <li>
   Develop and maintain a zero-interruption policy with rigorous service-level agreements (SLAs), specifying measurable targets such as uptime percentages and maximum allowable downtime
  </li>
  <li>
   Guarantee business continuity and disaster recovery readiness, including regular drills, scenario planning, and periodic updates to contingency plans
  </li>
  <li>
   Ensure rapid detection, response, and resolution of incidents by all SEA team, contribute in implementing advanced incident management tools and training specific for SSEA
  </li>
  <li>
   Collaborate closely with the Service Operations Center (SOC) for real-time visibility and management of services, sharing a unified operational dashboard.
  </li>
  <li>
   Define and track specific key performance indicators (KPIs) for service quality, incident resolution time, and customer satisfaction, with dashboards for visibility
  </li>
  <li>
   Conduct regular reviews and audits to identify gaps and areas for improvement, supported by root cause analysis (RCA) of incidents
  </li>
  <li>
   Implement a continuous improvement framework to enhance operational efficiency and service quality
  </li>
  <li>
   Ensure an end-to-end visibility of specific services and underlying capabilities using advanced monitoring and analytics tools such as AIOps platforms and network performance dashboards
  </li>
  <li>
   Ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders
  </li>
  <li>
   Deliver comprehensive reports on specific service performance, incident management, and continuous improvement initiatives
  </li>
  <li>
   Ensure predictive analytics using AI/ML models to anticipate and mitigate potential risks before they impact services
  </li>
  <li>
   Generate Daily, Weekly, Monthly Report for KPI, MTTR.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Job Responsibility (cont.)
  <br/>
  <br/>
 </strong>
 <strong>
  Years Of Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum of 6 years of experience in a related discipline
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Nature Of Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Prior experience in - within the Telecommunication industry
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Job Band
  <br/>
  <br/>
 </strong>
 Professional
 <br/>
 <br/>
 <strong>
  Skills
  <br/>
  <br/>
 </strong>
 <strong>
  Education
  <br/>
  <br/>
 </strong>
 Bachelor Degree in Engineering or Business Administration
 <br/>
 <br/>
 <strong>
  Additional Education
  <br/>
  <br/>
 </strong>
 <strong>
  Certifications
 </strong>
</div>


Service Excellence Assistant Manager

<div>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 The role holder is responsible for ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders. The role holder shall carry out his duties in accordance with the stipulated business policies and procedure
 <br/>
 <br/>
 <strong>
  Job Responsibility
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ensure uninterrupted, highest-quality service delivery to all &lsquo;Special Services&rsquo; customers
  </li>
  <li>
   Develop and maintain a zero-interruption policy with rigorous service-level agreements (SLAs), specifying measurable targets such as uptime percentages and maximum allowable downtime
  </li>
  <li>
   Guarantee business continuity and disaster recovery readiness, including regular drills, scenario planning, and periodic updates to contingency plans
  </li>
  <li>
   Ensure rapid detection, response, and resolution of incidents by all SEA team, contribute in implementing advanced incident management tools and training specific for SSEA
  </li>
  <li>
   Collaborate closely with the Service Operations Center (SOC) for real-time visibility and management of services, sharing a unified operational dashboard.
  </li>
  <li>
   Define and track specific key performance indicators (KPIs) for service quality, incident resolution time, and customer satisfaction, with dashboards for visibility
  </li>
  <li>
   Conduct regular reviews and audits to identify gaps and areas for improvement, supported by root cause analysis (RCA) of incidents
  </li>
  <li>
   Implement a continuous improvement framework to enhance operational efficiency and service quality
  </li>
  <li>
   Ensure an end-to-end visibility of specific services and underlying capabilities using advanced monitoring and analytics tools such as AIOps platforms and network performance dashboards
  </li>
  <li>
   Ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders
  </li>
  <li>
   Deliver comprehensive reports on specific service performance, incident management, and continuous improvement initiatives
  </li>
  <li>
   Ensure predictive analytics using AI/ML models to anticipate and mitigate potential risks before they impact services
  </li>
  <li>
   Generate Daily, Weekly, Monthly Report for KPI, MTTR.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Job Responsibility (cont.)
  <br/>
  <br/>
 </strong>
 <strong>
  Years Of Experience
  <br/>
  <br/>
 </strong>
 4 - 6 Years
 <br/>
 <br/>
 <strong>
  Nature Of Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Prior experience in - within the Telecommunication industry
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Job Band
  <br/>
  <br/>
 </strong>
 Professional
 <br/>
 <br/>
 <strong>
  Skills
  <br/>
  <br/>
 </strong>
 <strong>
  Education
  <br/>
  <br/>
 </strong>
 Bachelor Degree in Engineering or Business Administration
 <br/>
 <br/>
 <strong>
  Additional Education
  <br/>
  <br/>
 </strong>
 <strong>
  Certifications
 </strong>
</div>


Lead Service Excellence Analyst

ibex

<div>
 <p>
  <strong>
   About the Role
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Ensure that the incidents and resolutions are properly executed and documented.
  </li>
  <li>
   Work on other projects/issues of low to medium complexity as assigned.
  </li>
  <li>
   Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
  </li>
  <li>
   Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
  </li>
  <li>
   He/she debriefs in real time and reports to management on the incident resolution.
  </li>
  <li>
   Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
  </li>
  <li>
   Continuously informs all stakeholders on the status of their problem through Incident Notification.
  </li>
  <li>
   Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
  </li>
  <li>
   Draft and relay technically written reports for both business and technical audiences.
  </li>
  <li>
   Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
  </li>
  <li>
   Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   Key Performance Indicators
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Minimize Downtime/Maximize Uptime
  </li>
  <li>
   Frequency of Preliminary Incident Reports
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   Education &amp; Experience
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
  </li>
  <li>
   Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   Required Skills
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Excellent verbal and written communication skills.
  </li>
  <li>
   Technical writing skills.
  </li>
  <li>
   Ability to facilitate, drive, orchestrate, and lead large diverse groups.
  </li>
  <li>
   Ability to understand and take charge of ongoing incidents and drive them towards resolution.
  </li>
  <li>
   Willingness to learn and grow.
  </li>
  <li>
   Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
  </li>
  <li>
   General technical knowledge in Mobile Access, Core IT/Telco, software and services.
  </li>
  <li>
   Good analytical skills.
  </li>
  <li>
   Strong grasp on basic to intermediate computing/networking concepts.
  </li>
  <li>
   Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
  </li>
  <li>
   Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
  </li>
  <li>
   Strong grasp of ITIL (Information Technology Infrastructure Library).
  </li>
  <li>
   Ability to coordinate with team(s) of different skill set to share and obtain technical information.
  </li>
  <li>
   Ability to interact with senior management, external client organizations and vendors.
  </li>
  <li>
   Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
  </li>
  <li>
   Ability to comprehend Native North American, British or Neutral Language Accents.
  </li>
  <li>
   High energy, self-starter with bias for action and sense of urgency to deliver results.
  </li>
  <li>
   Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
  </li>
 </ul>
 <p>
 </p>
</div>


Global ITSM Analyst - Incident Specialist

Search 10000+ Incident manager jobs near you this January. New roles added regularly across leading industries. Apply today.