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
* Monitor and ensure SLA adherence for incident resolution.
* Track and report KPIs such as MTTR, RCA completion, and repeat incident reduction.
3. Root Cause Analysis & Process Improvement
* Perform RCA for major incidents and ensure corrective/preventive actions are implemented.
* Maintain and improve incident playbooks for faster recovery and automation opportunities.
* Collaborate with Problem Management to reduce recurring issues and improve service stability.
4. Reporting & Stakeholder Engagement
* Act as the primary point of contact for leadership during major incidents.
* Provide clear, data-driven post-incident reports and actionable insights.
* Build strong relationships with client stakeholders and technical teams to ensure transparency and trust.
* Prepare and share incident reports and post-incident reviews with actionable insights.
* Communicate effectively with senior stakeholders during high-pressure situations.
5. Continuous Improvement & Automation
* Drive initiatives for automation in incident detection and resolution.
* Work with ITSM tools and monitoring platforms to enhance proactive incident management.
Skills & Requirements:
* 8+ years of experience in Incident Management within Telco IT domain.
* Strong knowledge of ITIL practices and ITSM tools (Helix, Remedy) and monitoring platforms.
* Excellent communication and crisis management skills.
* Ability to manage multiple stakeholders under pressure and maintain structured updates.
* Exposure to infrastructure and cloud technologies (AWS, Azure, GCP).
* Willingness to work in rotational 24x7 shifts, including weekends and holidays.
Required Qualifications:
* Bachelor’s degree in Telecommunications, IT, or related field.
* ITIL Foundation or higher certification.
Preferred Certifications:
* ITIL Managing Professional or Expert.
* Cloud certifications (AWS, Azure, GCP).
* Telecom-specific certifications (TM Forum, eTOM).