Job Summary:
We are seeking an experienced Incident Management Lead with a strong background in the telecom industry. The ideal candidate will have a deep technical understanding of applications and infrastructure and will be responsible for managing and driving the resolution of major incidents. This role requires excellent communication skills in both English and Thai, and the ability to produce detailed reports and track SLAs.
Key Responsibilities:
- Incident Management: Lead and manage the resolution of major incidents, ensuring minimal disruption to services.
- War Room Facilitation: Host and drive war rooms to coordinate the resolution of major incidents.
- Reporting: Prepare and submit monthly reports on all major incidents, including detailed analysis and recommendations.
- SLA Tracking: Monitor and report on service level agreements (SLAs) to ensure compliance and identify areas for improvement.
- Technical Expertise: Utilize a strong technical background in applications and infrastructure to effectively manage incidents.
- Communication: Communicate effectively with stakeholders at all levels, providing clear updates and managing expectations.
- Continuous Improvement: Identify and implement improvements to the incident management process.
Qualifications:
- Experience: 10 to 15 years of experience in incident management within the telecom industry.
- Technical Skills: Strong technical understanding of applications and infrastructure.
- Languages: Fluent in English and Thai.
- Leadership: Proven ability to lead and manage teams in high-pressure situations.
- Analytical Skills: Strong analytical and problem-solving skills.
- Communication: Excellent verbal and written communication skills in both English and Thai.
- Reporting: Experience in preparing detailed reports and tracking SLAs.
Preferred Qualifications:
- Certifications: ITIL or similar certifications in incident management.
- Tools: Familiarity with incident management tools and software.
