ITSM - Incident Management
Jakarta, Indonesia
Product Management
Full-Time
3 - 5 years of experience
Posted 7 months agoUpdated 4 months ago
Job description
• Collaborate with the key stakeholders during the Major incident resolution and Incident escalations
• Open a War room/Bridge and involve all the stakeholders and drive the Major incidents till resolved
• Act as a SPOC for the customer to provide the status updates on the Incidents/Major Incidents
• Coordinate with GMIM team and internal Management for faster resolution of Major incidents
• Drive the teams to resolve the incidents with agreed SLA
• Conduct a thorough analysis and prepare an Incident report for every Major incidents
• Conduct a review meeting with necessary stakeholders to understand the trigger of Major incident, lessons learnt and prevent it from re-occurring
• Provide the Incidents reports for different forums
• Train the team on Incident Management process and ensure process adherence is maintained
• Drive the resolver team in resolving the tickets and reduce the Backlog/Aged tickets
Must have skills
About the company
Since 2003, we have been providing telecommunication services to mobile and fixed network telecom operators and vendors. Our expertise lies in telecommunication engineering, construction and maintenance services. We have extensive experience in RF engineering, planning, designing, implementing, optimising and managing telecommunication networks involving all types of communication technologies. To date, we have designed, planned, implemented and optimised over 200 projects in more than 10 countries, from Africa, to the Middle East and SE Asia.
