Lead Incident and Change Management Analyst

Lead Incident and Change Management Analyst

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The role holder is responsible for creating a dedicated communication channel for notifications and updates to stakeholders for proactive incidents through messages, incorporating real-time alert systems. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.

• Develop a specific robust escalation process with clear protocols, timelines, and accountability frameworks.
• Create a dedicated communication channel for notifications and updates to stakeholders for proactive incidents through messages, incorporating real-time alert systems.
• Establish the ability to convene a war room immediately for critical incidents requiring multi-stakeholder coordination, with predefined escalation matrices.
• Ensure leverage on AI and ML for predictive maintenance and proactive issue resolution, such as anomaly detection and trend analysis.
• Ensure the implementation of a specific view of real-time monitoring, analytics, and service assurance.
• Own related incidents & issues and ensure special services continuity, availability and customer satisfaction.
• Provide and direct adequate staffing for 24/7 coverage in tier 1, 2 to monitor alarms of all special services of all technologies Mobile Access, Core, OSP, Transport, fixed access related elements & applying measures to maintain the 24x7 Network and Services availability within acceptable levels and to drive the proactive fault handling.
• Provide basic tier 1, 2 event monitoring, filtering, correlation, analysis, localization, fault ticket initiation and referral within strict time limits.
• Manage alarm handling, troubleshooting and demarcation & Escalate the outages, observations, and issues.
• Review and assess Tickets Response, Restoration and Resolution to ensure that Service Level Agreement (SLA) are achieved, i.e. to restore Service in any Fault, disaster or downtime within a given time agreed with the vendor.
• Analyze and study network failures & outages and provide necessary recommendation to improve network stability and availability for special services with the support of BOs and Infra teams.
• Coordinate and support internally within SEA and for Inter technology (Mobile, Data, Fixed, Transport, Security) directly or indirectly connected / Inter working with Business, Carrier & Wholesale and Commercial Units.
• Ensure escalation to all SEA teams and Vendor’s for related issues.
• Ensure Technical Assistance to field for (fault analysis, determination of cause, and directing corrective action).
• Ensure a tightly controlled change management process for all network, IT, and service changes, incorporating automated validation checks.
• Ensure rigorous impact assessments and testing, including simulated failover scenarios, before any changes affecting the ‘Special Services’.
• Ensure full traceability and accountability for all changes through detailed documentation and auditing.
• Establish a dedicated, agile, and highly trained team operating 24/7 to oversee the ‘Special Services’ specific services and operations.

4 – 6 Years

Prior experience within the Telecommunication industry.

Professional

[No specific skills listed]

Bachelor Degree in Engineering or Business Administration.

[None provided]

[None provided]

Mid‑Senior level

Full‑time

Project Management and Information Technology

Telecommunications

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