Junior Incidence Manager

Our client, a global leading telecommunication company, is recruiting for a Junior Incident Manager  to join their business in Europe.

Responsibilities: 

• To coordinate and drive Network Incidents following the agreed processes, based on ITIL Incident Management framework, in order to restore normal service operation as quickly as possible minimizing the impact/disruption to businesses.
  

• To assure the on time communication with our customer about the incidences status and ongoing actions.
  

• To prepare an Incident report and drive improvement actions across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice.
  

• SLA/KPIs Assurance as per contractual terms by means of a strict control of the incidents that occur in the network within service scope.
  

• Assurance of the fulfillment of the Incidence Management process agreed with our customer regarding, but not limited, to Incident escalation, Crisis Management and 3rd  parties coordination procedures.
  

• Driving the efficiency and effectiveness of the incident management process.
  

• Producing management information, including KPIs and reports.
  

• Monitoring the effectiveness of incident management and making recommendations for improvement.
  

• Driving, developing, managing and maintaining the major incident process and associated procedures, reviewing and auditing the process.
  

Qualifications: 

• NOC experience: more than 2-year experience in ticket handling and complex incident management processes. Ability to coordinate several teams in the fault management process. Good understanding of telecommunications networks/products within service scope (e.g. Front Office Shift leader)
  

• Excellent written and verbal communication skills.
  

• Customer service experience.
  

• Education: Technical Education (University grade or FP like)
  

• ITIL based framework experience.
  

• Experience in the maintenance of OSP Access network.
  

• Behavioral/ Personality Specifications required:
  

• Learning skills
  

• Good Inter & Interpersonal skills
  

• Coordination skills.
  

If you know of anyone within your network who may also be interested in this position, would you please forward this \u2018Email & Role\u2019 to them. 

Please note:

1. That we do all we can to respond to all applications but if we have not contacted you within 2 days following your application - its likely we have not shortlisted your cv for the position.
   

2. Manning Global cannot consider your application for this role if you are working for the customer we are recruiting for
   

3. If you are working for the client we are representing, but have confirmation you are leaving a permanent or contract position, please discuss this with us, so we can discuss representation with you.
   

4. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the originator of the message. Any views expressed in this message are those of the individual sender.
   

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