Problem/Incident Management Process Lead
Problem/Incident Management Process Lead
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Job Description
We have an opportunity to impact your career and provide an adventure where you can push the limits of whats possible.
As a Lead Infrastructure Engineer within our Network Operations team you will be responsible for managing and resolving networkrelated problems to ensure the smooth operation of our organizations network infrastructure. You will identify analyze and coordinate the resolution of network issues and implement strategies to prevent future occurrences. This role provides an opportunity to work collaboratively with crossfunctional teams stay updated on industry trends and contribute to improving network reliability and performance.
Job responsibilitie
- Manage incidents effectively ensuring timely resolution and minimal impact on business operations.
- Lead major incident calls coordinating with relevant teams to facilitate swift resolution and clear communication throughout the incident lifecycle.
- Provide senior management with executive communication on the status of incidents ensuring timely and accurate updates.
- Identify and analyze network problems to determine their root cause and impact on business operations.
- Coordinate with crossfunctional teams including network engineers IT support and vendors to resolve network issues promptly.
- Develop and implement problem management processes and procedures to improve network reliability and performance.
- Monitor network performance and conduct regular assessments to identify potential issues and areas for improvement.
- Maintain detailed documentation of network problems resolutions and preventive measures.
- Conduct postincident reviews and perform postmortem analysis to evaluate the effectiveness of problem resolution and identify opportunities for improvement.
- Represent the team in Root Cause Analysis (RCA) meetings with the business to ensure clear communication and understanding of network issues and resolutions.
- Prepare and deliver reports and PowerPoint presentations on teamwide performance highlighting key metrics achievements and areas for improvement.
Required qualifications capabilities and skills
- Bachelors degree in Computer Science Information Technology or a related field.
- Proven experience in network management problem resolution or a similar role.
- Strong analytical and problemsolving skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively with crossfunctional teams.
- Knowledge of network infrastructure protocols and technologies.
- Familiarity with network monitoring and management tools.
Preferred qualifications capabilities and skills
- Certification in network management (e.g. CCNA CCNP) is a plus.
- Experience with ITIL or other problem management frameworks.
- Ability to work under pressure and manage multiple priorities.
Employment Type
Full-Time
