About Our Client:

Our client is on a mission to modernize global connectivity, one connection at a time. It aims to build the highway to the future of communications, media and entertainment, determined to emerge as a powerhouse within the technology landscape in India team in Bengaluru.

Our client brings ambitions to life through design thinking that bridges the gaps between people, devices and beyond, fostering unprecedented customer satisfaction through technology.

The core values support a customer-centric approach and the harnessing of cutting-edge technology to provide business outcomes with positive societal impact. Guided by innovation and a commitment to progress,our client is shaping a brighter future for the generations of today and tomorrow.

The Incident and Change Manager is accountable to provide pro-active or re-active solutions for all the different aspects of problems 'related to customers'. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value-Added Services. The Incident and Change Manager plays a key role and is an integral part of the end-to-end solution.

Eligible candidates must have a strong technical background and in depth knowledge in troubleshooting VOIP and IP data networks.



Knowledge of legacy voice and data technologies would also be beneficial.

Requirements

Key Responsibilities

- Act as the single point of contact for all customer escalations and service assurance related issues

- Available 7/24 for escalations

- Provide communications to customers, internal business groups and executives during major incidents

- Lead major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution

- Ability to provide leadership and technical guidance on Major Incident conference calls

- Produce and Review Post Mortem Reports on time.

- Collaborate with stakeholders to identify, assess, and prioritize device change requests.

- Develop and implement change management plans, ensuring compliance with ITIL guidelines and best practices.

- Facilitate and oversee the execution of device changes, coordinating with technical teams to ensure minimal disruption to services.

- Analyze post-change outcomes, conducting root cause analysis of failed changes and identifying opportunities for improvement.

- Monitor and ensure ticket compliance, addressing any deviations or non-conformances.

- Provide regular status updates to senior management and key stakeholders.





- Responsible to implement solutions to improve the customer experience and provide proactive approaches to eliminate problematic trends.

- Facilitate governance meetings with various partners (Help Desk, Network & Field Services)

- Ensure quality control on Problem/Incident activities.

- Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities.

- Identify service improvement opportunities and analyze Risk Assessments.

Requirement:

- Preferred Electrical Engineering / Computer Sciences degree or equivalent

- 3-5 years or more industry experience

- In-depth knowledge of the telecommunications industry; More specifically in the following fields:

- Managed Services (SDWAN, Voice, Wireless)

- VoIP (Cisco, Avaya, Mitel)

- LAN/WAN technologies (DWDM, MPLS, BID, Internet)

- Applications (e-mail, client-server applications etc.)

- Managed Security Solutions (Cisco, Palo Alto, Fortinet)

- Server & Infrastructure Management

- Knowledge and training required:

- ITIL Foundation

- Preferred Certification training in Cisco, Palo Alto, Juniper, F5, and similar Network Vendors

- Micro Strategy

- Microsoft Office products

Advantages

What We Offer:

- Competitive salaries and comprehensive health benefits

- Flexible work hours and work from home options

- Professional development and training opportunities

- A supportive and inclusive work environment

- Access to cutting-edge technology and tools.

📌 Incident Manager (India)
🏢 Talent Socio
📍 India