Incident Manager in Timiş

Our client, a leading global IT service provider, is recruiting for a Incident Manager to join their project in Romania .

Position Title:

Incident Manager

Position Type:


Start Date:



Timișoara , România


Bojan Ulemek | +49 89 23 88 98 671

Qualifications :

  • BE/Diploma in computer science, Information Technology, Electronics & Communications with relevant experience.

  • Knowledge of mobile network domains and functions (Network operation center , field, Project)

  • Expert Knowledge of Network Operations management

  • Knowledge of Stakeholder management

  • Good interpersonal skills and the ability to communicate effectively at all levels and with customer 

  • Proactive attitude to use his/ her initiative to react quickly, to work effectively in emergency situations under minimum supervision.

  • Self- motivated and capable to work within a strong team environment is essential.

  • Good knowledge of FTTH, GPON technology, IP Networking and protocols

  • Good Understanding Transmission domain

  • Good understanding of MetroE networks and Broadband networks.

  • ITIL process knowledge

  • Understanding of Service Level Agreements and Key Performance Indicators.

  • Good knowledge of Vendor Management

  • Should have user level knowledge of Operation Support Systems / Network Management System tools, preferable to have experience on Netcool, Remedy

Must Have Skills :

  • Incident detection, logging and monitoring, Classification and prioritization (against impact and urgency), Investigation and diagnosis, Escalation, Resolution, Reporting, Notification and Closure

  • Ownership, monitoring (including Jeopardy Management) and tracking 

  • Management and stakeholder reporting

  • Post Incident Review

  • War room management for Crisis Incidents

  • Conference call setup for Major and Critical Incidents

  • SLA Management 

  • Problem Ticket creation for Incidents resolved with work around

  • Contact and Escalation register management

  • Create/update/modify Incident process and Procedures

  • Handling Management calls

  • Prepare Incident reports and circulate to all stakeholders

  • Review and update Incident priority matrix

  • Work on Improvement activities based on post incident reviews

  • Work on breach mitigation and corrective actions

  • Maintain Ticket Quality

  • Daily Incident meeting on open and pending Incidents

  • Work on Aging Incidents resolution 

  • Train users on Incident management process

  • Identify automation opportunities and implement the same with the help of automation teams 


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