Incident Manager

Roles and Responsibilities

• Monitor network management systems and coordinate with telecom providers for incident restoration.
• Log, track, and update incident details accurately and in a timely manner in the incident management system.
• Troubleshoot and resolve basic to moderately complex system and network issues within defined scope.
• Support high-availability IP networks, messaging systems, and air-to-ground communication systems.
• Investigate and resolve routine technical issues and escalate complex problems as needed.
• Collaborate with senior engineers to resolve critical or complex incidents; may lead resolution of simpler cases.
• Follow established processes and apply technical judgment to ensure system stability; escalate when required.
• Monitor system performance and perform troubleshooting, resolution, or escalation of network incidents.
• Support configuration, deployment, and maintenance activities and contribute to process improvement initiatives.
• Participate in network design and configuration activities as needed.
• Provide technical guidance to users for issue resolution with strong attention to detail.
• Work in a 24x7 operations environment, including weekends and holidays.

Required Skills & Experience

• Experience troubleshooting Cisco network devices.
• Strong understanding of routing protocols such as HSRP and BGP.
• Ability to multitask, prioritize effectively, and manage multiple operational responsibilities.
• Strong analytical, troubleshooting, and communication skills.

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