Incident Manager

Job Description

Title: Incident Manager

Company Name: ZTE Corporation

Vacancy: 1

Age: At least 26 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 5 years

• Bachelor of Science (BSc) in Computer Science, Electrical & Electronic Engineering, Electronics and Telecommunication Engineering

• At least 5 years

• Age At least 26 years

The Incident Manager will be responsible for managing major incidents affecting mobile network services, IT systems, digital platforms, Tools and customer experience. This role requires strong leadership, stakeholder management, analytical skills, report preparation, customer acceptance and the ability to coordinate cross-functional teams under high-pressure situations.

Key Responsibilities:

· Lead the end-to-end management of major incidents impacting network and service operations.

· Coordinate incident response activities among Network Operations, IT, Core Network, Radio, Transmission, Digital Services, and Vendor teams.

· Ensure timely escalation, communication, and resolution of major service interruptions.

· Initiate major incident war room and coordinate recovery efforts stakeholders.

· Prepare incident reports, root cause analyses (RCA), and post-incident reviews.

· Identify repetitive issues and problem to engage solution team.

· Ensure compliance with Internal and Customer Incident Management processes.

· Maintain clear communication with internal stakeholders, management, and business units during any incident.

· Track incident trends and recommend preventive and corrective actions.

· Develop and monitor incident management KPIs, SLAs, and operational reports.

· Support disaster recovery and business continuity activities when required.

· Collaborate with vendor and partner organizations for resolution of complex technical issues.

· Periodic audit of the existing process performance and review to improve.

Qualifications:

· Bachelor’s degree in Telecommunications, Computer Science, EEE or related field.

· ITIL, CCNP, PMP, or vendor-specific certifications (e.g.,Huawei, ZTE) preferred.

8+ years in telecom network operations, with 3 years as team leading experience.