Incident Manager FTTx

About the role

We are looking for an experienced Incident Manager to join our team and take ownership of major incidents, ensuring timely resolution and minimizing business impact.

Key responsibilities

• Lead and coordinate the end-to-end management of major incidents.
• Coordinate technical teams, vendors, and relevant stakeholders during incident resolution.
• Ensure incidents are properly logged, tracked, escalated, and resolved within agreed SLA.
• Conduct incident reviews and identify root causes and improvement opportunities.
• Prepare incident reports, including impact, timeline, resolution, and preventive actions.
• Monitor incident trends and recommend improvements to service reliability and operational processes.
• Ensure effective communication with stakeholders throughout the incident lifecycle.

About you

• Bachelor's degree in IT, Telecommunications, Computer Science, Engineering, or a related field.
• Minimum 3–5 years of experience in Incident Management, IT Service Management, NOC, Service Operations, or a similar role.
• Strong understanding of ITIL / IT Service Management principles.
• Experience handling Major Incidents and coordinating multiple technical teams.
• Strong communication, coordination, problem-solving, and leadership skills.
• Able to work under pressure and make decisions during critical incidents.
• Experience in the Telecommunication / IT industry is highly preferred.
• Good command of English, both written and verbal.