incident ManagerGlobe Telecom, Inc.

Job Description
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
APPLICATION & SERVICES Engineering (Incident Manager)
TOP DELIVERABLES
Incident Response Planning: Develop and maintain incident response plans, including detailed procedures and escalation paths. These plans should cover various types of incidents, such as cybersecurity breaches, system failures, natural disasters, or other emergencies.
Incident Coordination: Act as the central point of contact for all incidents. Coordinate and lead the response efforts across different teams, such as IT, security, operations, and communication teams. Ensure that everyone involved is aware of their roles and responsibilities during an incident.
Incident Triage and Prioritization: Assess the severity and impact of each incident and prioritize them based on their potential business impact. Allocate appropriate resources and prioritize incidents for resolution accordingly.
Incident Communication: Establish and maintain clear and effective communication channels during incidents. Keep stakeholders informed of the incident's status, progress, and resolution efforts. Provide regular updates to management and other
relevant parties.
Incident Investigation and Root Cause Analysis:Ensure that thorough post-incident investigations are conducted to determine the root cause of the incident. Identify any weaknesses or vulnerabilities that contributed to the incident and recommend corrective actions to prevent recurrence.
Incident Reporting and Documentation: Document all aspects of the incident, including the initial response, actions taken, and post-incident analysis. Prepare incident reports for management and other stakeholders to review and learn from the experience.
Continuous Improvement: Regularly review incident response processes and identify areas for improvement. Collaborate with relevant teams to implement changes and enhancements to strengthen the organization's incident management capabilities.
Stakeholder Relationship Management: Build and maintain strong relationships with key stakeholders, such as senior management, business units, and external partners. Understand their needs and concerns regarding incident management and ensure effective communication and collaboration.
KPI's
Incident Response Time
Incident Resolution Time
Time to Escalation
Incident Closure Rate
Mean Time to Detect (MTTD)
Mean Time to Recover (MTTR)
Incident Recurrence Rate
Customer Impact
Stakeholder Satisfaction
Training Effectiveness
Number of Incidents per Period
% of Incidents Resolved within SLA
REQUIREMENTS
5-8 years of relevant work experience.
Must be a graduate/Bachelor's degree holder of any IT related courses
Demonstrated experience in technical incident management in a complex IT environment.
Proven track record of effectively managing incidents, coordinating teams, and ensuring timely
resolution.
Experience with post-incident analysis, root cause identification, and process improvements.
Proficiency in using incident management tools, ticketing systems, and communication platforms to track and manage incidents effectively.
Familiarity with IT systems, networks, and infrastructure to understand the technical aspects of incidents and communicate effectively with technical teams.
Knowledge of risk assessment and mitigation techniques to proactively identify potential incident triggers and implement preventive measures.
Experience in developing and maintaining incident response plans, including drafting procedures, escalation protocols, and communication strategies.
Strong technical skills are essential for an Application Operations Manager. You should have a deep understanding of software development methodologies, programming languages, databases, and infrastructure components. This knowledge allows you to effectively communicate with developers and address technical issues.
You should have experience in incident and problem management, including the ability to coordinate and respond to incidents, perform root cause analysis, and implement preventive measures.
Familiarity with ITIL (Information Technology Infrastructure Library) best practices is beneficial.
Understanding infrastructure components, such as servers, networks, load balancers, and cloud platforms (e.g., AWS, Azure, Google Cloud), is essential. You should be familiar with deploying applications in cloud environments and managing the associated infrastructure.
Proficiency in scriptinglanguages like Python, PowerShell, or Bash can bevaluable for automating operational tasks, managingdeployments, and configuring systems. Automationskills help streamline processes and improveefficiency
Familiarity with DevOps principlesand practices is beneficial for streamlining softwaredevelopment and deployment processes.
Understanding concepts like continuous integration,continuous delivery/deployment (CI/CD), versioncontrol systems (e.g., Git), and infrastructure as code(IaC) is advantageous.
Knowledge of database management systems (e.g., MySQL, Oracle,PostgreSQL) is important for troubleshootingdatabase-related issues, optimizing queryperformance, and ensuring data integrity.
Understanding security principles andbest practices is crucial in application operationsmanagement. Knowledge of security frameworks,authentication mechanisms, encryption techniques,and vulnerability management is valuable forsecu ing applications and data.
Experience with agile softwaredevelopment methodologies, such as Scrum orKanban, is advantageous. Agile practices facilitatecollaboration, transparency, and efficient delivery ofsoftware solutions.
Strongcommunication and collaboration skills are essentialfor interacting with cross-functional teams, includingdevelopers, system administrators, qualityassurance, and business stakeholders. Effective communication ensures smooth operations andaligns expectations.
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Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.