Job Description
Title: Incident Manager & Major Incident Management (MIM) Specialist
Location: Reading OR London
Employment type: Onsite
Experience Required : 8+Years of experience
Role Overview:
The Incident Manager & MIM Specialist will be responsible for managing and resolving critical incidents (P1/P2) across Telco IT systems, ensuring minimal business impact and timely communication. This role demands strong technical coordination, crisis management skills, and the ability to work under pressure in a fast-paced environment. The position requires hands-on experience in ITIL-based incident processes, Telco application support, and exposure to infrastructure and cloud technologies.
1. Incident Handling & Coordination
* Lead and manage P1/P2 incidents across Telco IT systems (OSS/BSS, Billing, CRM, Provisioning, etc.).
* Run Major Incident Management (MIM) calls: coordinate technical teams, drive resolution, and ensure timely updates.
* Provide structured and clear communication to leadership and impacted teams during and after incidents.
2. SLA & KPI Compliance
1. Monitor and ensure SLA adherence for incident resolution.
2. Track and report KPIs such as MTTR, RCA completion...