Incident Management Specialist
Skills
About This Role
Key Responsibilities
- Develop and maintain
- incident detection channels
- to identify customer-impacting issues promptly.
- Design and implement an
Experience Assurance Framework
- that governs the monitoring and resolution of service-related incidents.
- Perform
- root cause analysis (RCA)
- for identified incidents to determine technical and operational causes.
- Analyze
- incident data
- , segment affected customers, and assess impact severity.
- Categorize incidents by cause type (e.g.,
- bugs, design faults, operational errors
- ).
- Initiate and manage
- incident actions
- , ownership assignments, and escalation processes.
- Coordinate
- compensation and communication mechanisms
- for affected customers.
- Produce and regularly update
- incident and recovery reports
- for management and SteerCo visibility.
- Verify
- incident resolution effectiveness
- to ensure customer pain points are fully addressed.
- Monitor and ensure
- SLA compliance
- across all concerned teams managing incident resolution.
Required Skills and Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or Quality Engineering.
- Minimum 4 years of experience in service quality, incident management, or CX assurance.
- Strong analytical and documentation skills with proven RCA experience.
- Knowledge of incident management systems (ServiceNow, Jira, or equivalent).
- Understanding of telecom operations and customer journey mapping preferred.
- Excellent coordination and stakeholder management capabilities.
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