Resolution Expert

7 days ago

Lahore, Punjab, Pakistan beBeeincident Full time

Incident Resolution Specialist

Job Description:
  • The Incident Resolution Specialist will be responsible for leading major incidents through to resolution in accordance with agreed procedures and service levels.
  • This includes providing a command and control presence on Bridges and Incident Calls, ensuring that activities and resolutions are properly executed and documented, and working on other projects/issues of low to medium complexity as assigned.
  • In the event of technical crises, the specialist will trigger management or technical escalation, follow up closely on the escalation, and communicate continuously with stakeholders.
  • The specialist will also provide a technical and customer impact analysis of every incident to set the appropriate incident priority, escalate blocking issues, and cooperate with Service Management and Account managers to support and provide problem direction to technical teams.
  • Furthermore, the specialist will inform all stakeholders on the status of their problem through Incident Notification, ensure SLA adherence, and push for short MTTR (Mean Time to Repair) to reduce client impact.
Required Skills and Qualifications:
  • Ability to facilitate, drive, orchestrate, and lead large diverse groups.
  • Strong verbal, written, and presentation skills.
  • Willingness to learn and grow.
  • Able to handle crisis situations and define priorities under pressure but within fixed procedures.
  • General technical knowledge in Mobile Access, Core IT/Telco, and services.
  • Good analytical skills.
Benefits:
  • Opportunity to work on challenging projects.
  • Chance to develop strong communication and collaboration skills.
  • Career growth opportunities.

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