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Incident Manager

5.00 to 10.00 Years   Qatar   11 Mar, 2022
Starlink
9 Jobs Openings
Job LocationQatar
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryTelecommunications
Functional AreaNot Mentioned

Job Description

Position: Incident Manager,FIFA/WC22 Operations for a period of three months, starting from 1/10/2022The Incident Manager is responsible for providing high-quality service support to all areas of the business, ensuring service levels are met and exceeded.The Incident Manager ensures that Clients standardized methods and procedures are used for efficient and prompt handling of all incidents, to minimize the impact to the customers.

  • Drives the efficiency and effectiveness of the incident management process.
  • Provides management updates, including KPIs and reports
  • Monitors the effectiveness of incident management and makes recommendations for improvement
  • Design, implement and manage the Incident Management process including creating and updating all Incident Management documentation.
  • Develop, Review and Audit the Communication plan.
  • Develop & review the customers? service continuity plan.
  • Ensures that all the relevant stakeholders follow the incident management process for every incident.
  • Coordinates and manages the Incident Management process activities across the organizational environment and with external suppliers to agreed SLAs.
  • Responsible for the end-to-end process adherence and handling of incidents according to SLAs
  • Acts as an escalation point to ensure and expedite incident resolution.
  • Drives efficiency in alarming and detection of events/incidents
  • Oversees post incident resolution meetings to define root cause, requesting teams to engage internal stakeholders and vendors.
  • Provides timelines and detailed notes for each ?Critical Situation?.
  • Initiates automation initiatives to allow faster recovery times.
  • Analyses incident data for trending purposes and leverages the problem management process to reduce incidents and perform continuous service improvement.
  • Manages Customer Service Improvement Projects
  • Provides the Service Management team support for business projects.
  • All other duties as assigned

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