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 and manage a team of Incident Managers
• Work with MS-Office tools (Word, Excel, Outlook, PowerPoint).
• Strong analytically skills
• Ability to lead incident triage conference calls with multiple parties

JOB DUTIES / ACCOUNT ABILITIES OF JUNIOR INCIDENT MANAGER:
• Verifies that incidents assigned to team members are managed strongly & effectively
• Ensures that any customer/business impact is identified and minimized
• Confirms that incident ticket communication/documentation is accurate, timely, clear and concise
• Leads/Performs incident detection, investigation, diagnosis, support, closure and reporting
• Leads/Performs logging, categorization and prioritization of incidents (impact + urgency)
• Identifies and leads/assists in post incident review activity to prevent repeat incidents (proactive remediation)
• Ensures incident routing is managed to reduce any time lags or escalations
• Prepares executive summaries and reports
• Ability to track and manage incidents across multiple applications and clients
• Ensures proper training and knowledge management material for the team of Incident Managers
• Provides and presents management reports such as SLA Metrics Report and/or Score Card Report
• Responding promptly to client queries that are tracked so that they are measured and closed off
• Co-ordinating technical team members to address incidents and problems within the timelines of the specific SLA
• Continuous follow up with clients to provide updates on Severity 1 and 2 incidents
• Working closely with the technical team members to ensure that assigned incidents are resolved

LEVEL OF EXPERIENCE AND EDUCATION
• University Degree in Mathematics, Statistics, or Computer Science
• 3 or more years’ 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