Incident and Change Management Assistant Manager

Incident and Change Management Assistant Manager

Job Purpose:

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 of 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 Ticket 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.

5 and above Years

Prior experience in - within the Telecommunication industry

Professional

Bachelor Degree in Engineering or Business Administration

Mid‑Senior level

Full‑time

Project Management and Information Technology

Telecommunications