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    Incident Manager - Telecom

    Confidential Company

    Al Kuwait, Kuwait

    Date Posted: 2017/01/11

    Job Description

    Driving the major incident with help of competency; provide incident support for levels (L1, L2)
    • Investigate and diagnose incidents; provide solution or work around for incident
    • Facilitate resolution to raised incidents or production issues
    • Collaborate with concerned teams for problem investigation
    • Monitoring and driving for the closure of Incidents as per agreed timelines
    • Appropriate prioritization of resources required for resolution based on business need
    • Handling first level of escalation from customer.
    • Conduct troubleshooting/investigation for issues/problems.
    • Coordinate on issues impacting SLA or service availability.
    • Escalate the incidents that are not resolved within SLA’s
    • Ensure continuous communication & coordination with client
    • Acceptance solution or work around
    • Review Incident Report
    • RCA Submission and discussion with the customer as per agreed timelines
    • Prepare and document incident resolution and steps taken to resolve incidents


    Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology
    • More than 12 years of experience in leading large global teams including multiple multi-vendor contracts through complex program and project tasks. Natural communicator and team leader with strong motivational skills and the ability to build produce and succeed.
    • A keen planner, strategist and implementer with demonstrated success in end-to-end program management and ensuring effective management of various resources to meet the service delivery requirements.
    • Assertive Leader having outstanding interpersonal, communication, negotiation and people management skills
    • Effective communicator and team leader with a proven ability to develop high performance teams.
    • Skilled in building excellent rapport with clients and team members. Able to see the big picture, delegate effectively and motivate team members to achieve on-time project completion.
    • Insightful knowledge of program analysis and design, process rationalization, cost control, capacity planning, performance measurement and quality.
    • Strong problem solving & technical skills coupled with confident decision making for enabling effective service leading to high customer satisfaction and low operational costs.
    • Proven ability to partner with project stakeholders and internal teams in defining requirements, evaluating risks, and overseeing service delivery operations improvement solutions
    • Experience in managing Fixed Price, Staff Augment and Managed Services Engagements.
    • Having good experience in setting up and managing multiple operations support projects
    • Communication, teamwork and negotiation skills
    • Problem-solving and good analytical skills
    • Flexibility and adaptability
    • Business awareness and understanding of business requirements of IT/Telcom industry

    Job Details

    Job Location:
    Al Kuwait, Kuwait
    Company Industry:
    Company Type:
    Recruitment Agency
    Job Role:
    Employment Type:
    Full Time Employee
    Monthly Salary Range:
    Number of Vacancies:
    Job Ref.:

    Preferred Candidate

    Career Level:
    Mid Career
    Years of Experience:
    Min: 10 Max: 15
    Residence Location:

    This job is posted in the following Specialties:

    Vendor Management Incident Management Incident Analysis Contracts