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The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.

• Ensure that the incidents and resolutions are properly executed and documented.
• Work on other projects/issues of low to medium complexity as assigned.
• Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
• Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication. He/she debriefs in real time and reports to management on the incident resolution.
• Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
• Continuously informs all stakeholders on the status of their problem through Incident Notification.
• Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
• Draft and relay technically written reports for both business and technical audiences.
• Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.
• Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).

1. Reports

• Client-Oriented Ibex Preliminary Incident Reports
• Client-Oriented Ibex Maintenance Notifications
• Client-Varying reports for business performance and results
• Client Uptime Reports

2. Key Performance Indicators

• Minimize Downtime/Maximize Uptime
• Frequency of Preliminary Incident Reports

3. Education & Experience

• Bachelor’s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
• Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.

4. Required Skills

• Excellent verbal and written communication skills.
• Technical writing skills.
• Ability to facilitate, drive, orchestrate, and lead large diverse groups
• Ability to understand and take charge of ongoing incidents and drive them towards resolution.
• Willingness to learn and grow.
• Able to handle crisis-situations and define priorities under pressure but within fixed procedures
• General technical knowledge in Mobile Access, Core IT/Telco, software and services.
• Good analytical skills.
• Strong grasp on basic to intermediate computing/networking concepts.
• Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
• Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
• Strong grasp of ITIL (Information Technology Infrastructure Library).
• Ability to coordinate with team(s) of different skill set to share and obtain technical information.
• Ability to interact with senior management, external client organizations and vendors.
• Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
• Ability to comprehend Native North American, British or Neutral Language Accents.
• High energy, self-starter with bias for action and sense of urgency to deliver results.
• Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.