To execute the Incident Management process, providing a more purposeful End-to-End Incident co-ordination and communication to enable restoration of agreed service SLA to HVC Customers.

Key Accountabilities and Decision Ownership 
•Progress and co-ordinate Critical/Major/Minor incidents minimizing impact on both Internal & External Customers of all supported systems and services in line with the Incident Management process & procedures in accordance with global and local requirement.
•Ensure to acknowledge all alarms in the management system, act on them, and ensure all current incidents are logged and progressed on the relevant teams for service resolution.
•Ensure all incidents have accurate impact statements, prioritized with appropriate severity rating, and ensure communication to all customers, in accordance with Incident/Problem Management process and procedures.
•Ensure all incidents are escalated to the appropriate team in accordance with Incident Management process and procedures
•Ability to work and interact with other teams, operations staff, Service Delivery and staff, Enterprise and Management and also lead and drive recovery activities during service-related outage events. Proceed to provide RCA reports for all such outages as required.
•Prepare and produce the weekly Incident Management report in accordance with all set KPIs, providing insightful commentary for management action.
•Ensure end to end incident management processes are followed in order to achieved SLA.
•Ensure key KPIs are meet within the team
•Ensure redesign are effected, coordinating activities with the various stakeholders.

Core Competencies, Knowledge and Experience 
•3 – 5 years Telecoms or IT Industry experience
•To have hands-on experience managing ‘end to end’ service incidents or comparable experience in a Telecoms or IT organization (+2 years)
•An in-depth understanding of IP/MPLS architecture and configuration.
•Have worked within a pressurized environment and experience in analyzing risks and making recommendations to senior management.
•Ability to communicate effectively to technical and non-technical customers.
•Have experience of facilitating technical discussions with either customers and/or suppliers to solve service problems and ability to effectively use MS Office products including Word / Excel/ PowerPoint / Outlook.

Must have Technical / Professional Qualifications
•BSc/HND in Telecommunication, Electrical Electronics Engineering or its equivalent
•3 – 5 years Telecoms or IT Industry experience