Job Description

The Manager, Problem and Incident Management (Operations Service Center) is responsible for providing proactive or reactive solutions to prevent or resolve all different aspects of “customer-related” issues. Our business model is customer-focused and provides for shared responsibilities between service teams for managing customer issues. This transparent approach to customer service is a key factor in achieving industry-leading levels of customer satisfaction. From now on, our business strategy is to build on this solid base of loyal customers and on the promotion of our range of new IP services and value-added services. The Manager, Problem and Incident Management plays a very important role and is an integral part of the end-to-end solution.

Main Responsibilities:

• Available 7/24 for climbs.
• Take responsibility for solutions aimed at improving the customer experience.
• Actively monitor serious incidents until their resolution in order to respect the expected indicators (EQS, OQS).
• Provide leadership and technical advice during serious incident conference calls.
• Demonstrate a proactive approach to eliminate problematic trends.
• Produce and review retrospective analyzes in a timely manner.
• Lead governance meetings with different partners (Help Center, Network and External Services teams).
• Coordinate internal teams, partners and suppliers to establish communication and manage expectations.
• Ensure quality control of problem and incident management activities.
• Meet regularly with customer account managers to present results and action plans related to problem management.
• Inform internal business groups and senior leaders throughout the lifecycle of problem files.
• Identify opportunities for service improvement and analyze risk assessments.
• The Manager, Incident Management is mandated to act as the single point of contact for all customer escalations and service assurance issues.

Essential Qualifications:

• At least three years of experience in the industry.
• Excellent knowledge of the telecommunications sector, particularly in the following areas:
• Data centers
• Managed services (voice and data)
• Local Area Network and Wide Area Network Technologies
• Applications (email, client-server applications, etc.)
• Security Solutions
• Voice over IP (VoIP)

Desired Qualifications:

• Degree in electrical engineering, computer science or equivalent
• Certification training from Cisco, Juniper, F5 and similar network vendors
• Knowledge of the MicroStrategy application
• Knowledge of Microsoft Office products
• Knowledge of ITIL fundamentals