High-Level Incident Manager

3 days ago


Lahore, Punjab, Pakistan beBee Careers Full time
Incident Resolution Specialist

Bachelor's degree in IT or Telecommunications, or equivalent experience.

  • The primary responsibility of this role is to manage and resolve critical incidents efficiently, adhering to established procedures and service level agreements.
  • Provide expert command presence during major incidents, driving timely resolutions while ensuring seamless communication with stakeholders.
  • Evaluate the effectiveness of incident responses, ensuring accurate documentation and execution.
  • Collaborate on various projects and tasks of moderate complexity as assigned by management.
  • Swiftly escalate technical crises, maintaining open communication channels to ensure prompt issue resolution.
  • Analyze the technical and customer impact of every incident to determine the appropriate course of action, escalating critical issues to relevant teams for prompt resolution.
  • Maintain transparency throughout the incident resolution process, keeping all stakeholders informed through regular updates.
  • Closely monitor SLA compliance, working diligently to minimize Mean Time to Repair (MTTR) and reduce client disruption.
Key Responsibilities:

Key Skills and Qualifications:

  • Proven ability to lead diverse groups, fostering collaboration and driving results-oriented outcomes.
  • Demonstrated exceptional verbal, written, and presentation skills.
  • Commitment to ongoing learning and professional growth.
  • Exceptional crisis management skills, prioritizing effectively under pressure within established protocols.
  • General knowledge of Mobile Access, Core IT/Telco, and services.
  • Strong analytical skills, identifying and resolving complex issues.

Work Environment:

  • Standard office environment with moderate stress levels due to work requirements.
  • May require flexibility in working hours, including evenings and weekends as needed.


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