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Incident Manager
2 weeks ago
55,000 PHP ~ 55,000 PHP
Telecommunication
Job Description
The Incident Manager will oversee and coordinate with various support teams to address internal and customer escalations. This role operates independently within the Service Management framework.
Responsibilities
Incident Escalations
- Acknowledge and manage escalated tickets, applying critical thinking to resolve customer issues handled by support
- Identify chronic cases for all services and escalate to the relevant Engineering team.
- Acknowledge P1 incidents and participate in bridge calls with customers.
- Ensure the appropriate support team joins the bridge call and resolves the issue promptly.
- Regularly update customers on findings, troubleshooting performed, and next steps.
- Create and distribute incident reports to stakeholders.
Technical knowledge
- Possess a strong foundation in networking.
- Demonstrate a good understanding of network security principles.
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