Incident Manager

Work model: Hybrid (3 Day onsite model) – Tue, Wed, Thursday (WFO) Job Summary: Seeking an experienced Senior Incident Manager to lead our Incident Management Team (IMT) in support of a leading U.S. telecom provider. In this high-visibility role, you will own the end-to-end lifecycle of high-severity incidents — driving rapid restoration, leading executive-level bridge calls, and ensuring rigorous root cause analysis (RCA) across a complex, fast-moving telecom environment. The ideal candidate is a decisive, calm‑under‑pressure leader with strong technical fluency, excellent stakeholder communication skills, and a track record of building high-performing incident response teams. Key Responsibilities Lead, mentor, and manage the Incident Management Team across a 24x7 operation, including shift coverage and on-call rotation planning. Own the end-to-end incident lifecycle — detection, triage, response, resolution, communication, and post-incident review — for all severity levels. Lead major incident bridges with senior executives and cross-functional technical teams, delivering clear, confident, real-time updates and driving decisions under pressure. Apply strong analytical and complex problem-solving skills to diagnose intricate, multi-domain technical issues spanning network, application, and infrastructure layers. Rapidly identify and engage the right technical responders and subject matter experts to accelerate time-to-resolution. Develop and maintain deep working knowledge of the client’s technology stack, systems architecture, and telecom ecosystem. Drive high-quality Root Cause Analysis (RCA) for major incidents and ensure timely, verified implementation of corrective and preventive actions. Own incident communications — status updates, executive notifications, and post-incident reports — tailored to technical and non-technical audiences. Ensure team proficiency in SQL querying and log analysis using ELK Stack or OpenSearch to support incident investigation and RCA. Serve as the primary escalation point for critical incidents, maintaining effective communication across all levels of leadership. Identify recurring process gaps and lead continuous improvement initiatives to strengthen the incident management framework. Partner with Problem Management to ensure major incidents are handed off cleanly for long-term remediation tracking. Maintain consistent adherence to SLAs, KPIs, and ITIL best practices across the team. Build and deliver high-quality post-incident reports, trend analysis, and dashboards for senior leadership review. Support audits and compliance reviews by maintaining accurate incident records and documentation. Required Qualifications & Experience Bachelor’s degree in information technology, Computer Science, Engineering, or equivalent practical experience. 7+ years of experience in Incident Management, with 2+ years in a managerial or team lead capacity — preferably within Telecom, ISP, or large-scale technology operations. Proven experience leading high-severity (Sev 1/Sev 2) incident bridges with senior executives and technical teams. Strong complex problem-solving and analytical skills, with the ability to drive rapid resolution in high-pressure, ambiguous situations. Demonstrated ability to quickly learn and navigate new technology stacks and complex, multi-vendor ecosystems. Hands‑on experience writing SQL queries and performing log analysis using ELK Stack or OpenSearch. Working knowledge of core networking and telecom concepts (OSS/BSS, network provisioning, connectivity/latency troubleshooting). Hands‑on experience supporting production workloads on AWS. Excellent leadership, verbal, and written communication skills, with proven stakeholder management at the executive level. Ability to work a 24x7 rotational schedule, including nights, weekends, and holidays as needed for major incident coverage. ITIL Foundation certification required; ITIL Intermediate or higher strongly preferred. Preferred Skills Prior experience in Telecom, MVNO, or ISP environments. Familiarity with ServiceNow or other enterprise ITSM platforms. Experience with observability and monitoring tools such as ELK Stack, OpenSearch, New Relic, Datadog, Dynatrace, or similar platforms. Basic scripting ability (Python, Shell, or similar) to support automation of diagnostic and reporting tasks. Additional exposure to GCP infrastructure a plus. Experience mentoring or upskilling incident response analysts in a matrixed, multi-site team environment. #J-18808-Ljbffr