Job Description
The Service Desk Incident Manager is responsible for leading the resolution of incidents affecting customer services across an international geography
The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents/requests to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident/request follow-up activities
The role requires a significant amount of autonomy, so the Incident Manager should be comfortable working with minimal direction, with the ability to thrive in a fast paced and ever-changing environment.
Internal Departments they will interact with:
Service Desk, NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management, Service Delivery, Sales, 3rd Parties.
Main Responsibilities:
• End to end ownership of incidents with potential or actual business impact.
• Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
• Own and manage the progress of customer incidents/requests within Operations, clearly recognizing the customer issue and driving to resolution through establishment and engagement of a “virtual support team” drawn from required departments.
• Ensure frequency of internal/external communications are maintained as needed in a timely manner, and is always clear, concise, meaningful, professional and efficient.
• Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g
Service Manager, Account Manager).
• Review and manage customer requests that involve internal GTT departments and external partners.
• Identify problems and raise them to the Problem Management team.
The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents/requests to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident/request follow-up activities
The role requires a significant amount of autonomy, so the Incident Manager should be comfortable working with minimal direction, with the ability to thrive in a fast paced and ever-changing environment.
Internal Departments they will interact with:
Service Desk, NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management, Service Delivery, Sales, 3rd Parties.
Main Responsibilities:
• End to end ownership of incidents with potential or actual business impact.
• Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
• Own and manage the progress of customer incidents/requests within Operations, clearly recognizing the customer issue and driving to resolution through establishment and engagement of a “virtual support team” drawn from required departments.
• Ensure frequency of internal/external communications are maintained as needed in a timely manner, and is always clear, concise, meaningful, professional and efficient.
• Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g
Service Manager, Account Manager).
• Review and manage customer requests that involve internal GTT departments and external partners.
• Identify problems and raise them to the Problem Management team.
💡 Quick Summary
Seeking a career-building opportunity? The Network Technician |Incident Manager position is now open for candidates interested in the Technician Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Technician Jobs is a plus.
