SKILS:
• Excellent written and verbal communication skills
• Willing to work EST/shift hours
• Willing to work Weekends/holidays according to resource shift gaps
• Ability to multi task
• Work with MS-Office tools (Word, Excel, Outlook, PowerPoint).
• Strong analytical skills
• Ability to lead incident triage conference calls with multiple parties

JOB DUTIES / ACCOUNTABILITIES OF JUNIOR INCIDENT MANAGER:
• Monitoring and following incident model procedures of pro-active alerts
• Responding promptly to client queries that are tracked so that they are measured and closed off
• End to end triage and resolution of incidents
• Co-ordinating technical team members to address incidents and problems within the timelines of the specific SLA
• Providing clear communications that inform customers with pertinent information
• Manage incident tickets so that they are resolved and closed in a timely manner
• Maintaining the ASD Application Dashboard spreadsheet with updates/root cause of each incident
• Continuous follow up with client to provide updates on incidents
• Working closely with the technical team members to ensure that assigned incidents are resolved
• Update and maintain incident management model procedures

LEVEL OF EXPERIENCE AND EDUCATION
• University Degree in Mathematics, Statistics, or Computer Science
• 1.5 years’ or more of experience in a Support Desk role
• Strong business acumen
• Experience in managing personal workload and working with multiple teams
• Good knowledge and experience of telecommunications & ITIL a great asset
• Practice in integrating into different client environments seamlessly