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Incident Manager

ALGER

Catégories: Autre
Secteur d'activité: Informatique, Télécom, Internet
Années d'experience: 6 À 10 Ans
Wilaya: ALGER
Publiée le: 20-01-2026 à 14:45:09

Description

Rule PurposeWill be in charge of leading the incident management process to resolution and restoring our company's provided MS operations swiftly. Will also log and categorize recurring incidents to improve incident management protocols.Should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.Incident Manager Responsibilities:Overseeing the incident management process and team members involved in resolving the incident.Act as Incident Commander, leading war rooms and coordinating cross-functional teams.Responding to a reported service incident, identifying the cause, and initiating the incident management process.Prioritizing incidents according to their urgency and influence on the business.Producing documents that outline incident protocols such as how to handle Emergency/Critical incidents or how to correct network failures.Collaborating with the incident management team to ensure that all protocols are diligently followed.Linking all stakeholders during incidents till resolutionEscalation on time and communication to management layers based on agreed SLA via agreed communication channelsLogging all incidents and their resolution to see if there are recurring malfunctions.Adjusting the incident management process as required to ensure its effectiveness.Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.Daily/Weekly/Monthly meetings with stakeholders and customer management summarizing all occurred incidents and it’s evaluation and plan of mitigation in order not to be repeatedTraining staff to use new processes and proceduresProfessional Incident reports for each Incident showing all needed details, chronology, RCA, lessons learnt, …Manage vendor and OEM L2/L3 escalationsPrepare Crisis management scenarios and periodical simulation tests for crisis management process implementationKey Performance Indicators (KPIs)Mean Time to Detect (MTTD)Mean Time to Restore (MTTR)SLA complianceMajor incident recurrence ratePIR quality and closure rateCustomer satisfactionRequired Qualifications & Experience:Bachelor's degree in telecommunications, engineering, or a related field.At least 5 years’ experience working in Telecom service management, or a similar role.Strong technical background about mobile networks and different technologies 2G/3G/4G/5GStrong knowledge of Telecom network service management including mobile networks.Has background about Core/IP/Transmission Experience working with Mobile Network Monitoring systems and software for different vendors Excellent in using Microsoft tools, Outlook, Excel, Word, Power point, etc…Excellent managerial skills and ability to collaborate with team members.Ability to analyze a high volume of technical data and work in a fast-paced environment.Strong problem solving, analytical, and time management skills.ITIL certified is preferredAbility to work 24/7 Operational environment

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