Incident Manager
Successfully managed a team of ten (10) network technical consultants in resolving incidents and regularly organized meetings to establish an excellent work relationship and to provide guidance if support is needed.
Ensured completion of prompt responses to incidents with efficient resolution whilst meeting established Service Level Agreements, SLAs.
Coordinated the recovery of incidents proactively with the recovery team and as required with relevant Subject Matter Experts, SMEs, and technical resources both internal and external to the organization.
Facilitated clear and timely communication among team members, stakeholders, and affected parties during an incident and major network outage.
Developed and maintained strong working relationships with external partners to enhance incident resolution capabilities.
Managed sensitive and impactful incidents whilst prioritizing and categorizing the incidents correctly to the appropriate groups for timely detection, investigation, remediation, and reporting of priority technology incidents.
Managed CONEN to oversee network outages (both subsea and land), effectively handling outage incident tickets. Ensured delivery of high-quality, accurate, concise, and up-to-date communications to customers throughout shifts.
Completed post-incident reviews with Service & Account managers to report on root causes and preventive measures to senior management.
Completed root cause analysis for service improvements and shared incident outcomes to the broader team to minimize repeats through effective problem management.