Incident Manager

Job Description

Title: Incident Manager

Company Name: Enroute International Limited

Vacancy: --

Location: Dhaka

Experience:
∎ At least 3 years

Published: 29 May 2025

Education:
∎ Bachelor of Science (BSc) in Computer Science & Engineering
∎ Minimum Bachelor’s Degree in Computer Science, Information Technology, Telecommunications, or any relevant field.
∎ Minimum Bachelor’s Degree in Computer Science, Information Technology, Telecommunications, or any relevant field.

Requirements:

Additional Requirements:
∎ Experience: Minimum 3 years of hands-on experience in incident management or a similar role within the telecom or IT service operations environment.
∎ Experience: Minimum 3 years of hands-on experience in incident management or a similar role within the telecom or IT service operations environment.

Responsibilities & Context:
∎ Lead and manage major incidents impacting network and IT services, ensuring swift resolution and adherence to SLA.
∎ Coordinate cross-functional teams (NOC, Transmission, RAN, Core, Vendor teams) during critical incident events.
∎ Monitor incident trends and perform Root Cause Analysis (RCA) to identify underlying issues and recommend preventive measures.
∎ Act as the single point of contact for all major incidents and ensure timely updates to internal stakeholders and Grameenphone teams.
∎ Drive Incident Review Meetings and publish detailed Post-Incident Reports.
∎ Ensure 24/7 support coverage and incident readiness by aligning with shift teams and escalation protocols.
∎ Collaborate closely with Change Management and Problem Management functions to avoid recurrence of critical issues.
∎ Maintain real-time dashboards and report via tools and automation to track incident KPIs.
∎ Enforce compliance with defined incident management processes and service level objectives (SLAs).
∎ Support the implementation of automation initiatives for incident alerts and reporting.
∎ ROLE OBJECTIVE:
∎ Lead and manage major incidents impacting network and IT services, ensuring swift resolution and adherence to SLA.
∎ Coordinate cross-functional teams (NOC, Transmission, RAN, Core, Vendor teams) during critical incident events.
∎ Monitor incident trends and perform Root Cause Analysis (RCA) to identify underlying issues and recommend preventive measures.
∎ Act as the single point of contact for all major incidents and ensure timely updates to internal stakeholders and Grameenphone teams.
∎ Drive Incident Review Meetings and publish detailed Post-Incident Reports.
∎ Ensure 24/7 support coverage and incident readiness by aligning with shift teams and escalation protocols.
∎ Collaborate closely with Change Management and Problem Management functions to avoid recurrence of critical issues.
∎ Maintain real-time dashboards and report via tools and automation to track incident KPIs.
∎ Enforce compliance with defined incident management processes and service level objectives (SLAs).
∎ Support the implementation of automation initiatives for incident alerts and reporting.

Skills & Expertise:

Compensation & Other Benefits:
∎ Salary: Negotiable (based on experience and qualification).
∎ Compensation & Other Benefits: As Per Company Policy.
∎ Salary: Negotiable (based on experience and qualification).
∎ Compensation & Other Benefits: As Per Company Policy.

Employment Status: Contractual

Job Location: Dhaka

Read Before Apply:

Application Instructions

Email your updated resume mentioning the position

name at [email protected]

Special Mention:

Any personal persuasion/phone-call will result in disqualification of candidature. No intermediary is allowed to expedite or facilitate such process.

Enroute have a Zero-Tolerance Policy for Sexual Exploitation and Abuse (PSEA). The ideal candidate is committed to upholding the organization's PSEA Policy and to reporting any incidents of suspected or actual PSEA.

There is no cost involved with applying for any positions at Enroute International Limited. Enroute never asks for or accept any kind fees through different Mobile Banking options or in person. Any solicitation of fund/money/favor from job applicant should be regarded as fraudulent activities.