Major Incident Manager
The Judge Group Inc.

Location: Cary, NC
Salary: Negotiable
Description:
Title: Major Incident Manager
Location: Cary, NC (Hybrid)
Duration: Long Term Contract


JOB DESCRIPTION:

Department: Government Network Service Assurance / Federal Major Incident Management


We are seeking a highly motivated and experienced Major Incident Manager to provide top-tier incident management for client Business Federal customers.

In this role, you will leverage your extensive knowledge of domestic and international telecom services (data, voice, IP, managed services) to drive major outage issues and ensure a positive customer experience.

You will act as a customer advocate, collaborating with internal teams and external partners to drive timely and effective resolutions while keeping our customers updated on resolution progress.

Key Responsibilities:

Provide proactive and reactive incident management for Client Business customers, utilizing your deep understanding of network infrastructure and service offerings.

Demonstrate expertise in troubleshooting and resolving technical issues related to data, voice, IP, and managed services, leveraging your knowledge of support systems.

Proactively communicate with customers throughout the incident management lifecycle, providing timely updates and managing expectations effectively.

Collaborate with internal technical teams, sales teams, and external partners to escalate issues, facilitate conference bridges, and drive root cause analysis.

Champion the use of Client's automation tools, such as VEC, email statuses, and e-bonding, automation to streamline processes and improve efficiency.

Demonstrate a proactive approach to problem-solving, identifying chronic issues and developing action plans to prevent recurrence.

Participate in an on-call rotation to provide after-hours and weekend support to customers as needed.

Qualifications:

Minimum 5 years of experience in a telecommunications customer support environment, with a proven track record of resolving complex technical issues.

Comprehensive understanding of client's domestic and international telecom services, including data, voice, IP, and managed services.

Strong analytical and problem-solving skills, with the ability to analyze circuit statistics and formulate action plans.

Excellent interpersonal, written, and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences.

Ability to work independently and prioritize multiple tasks in a fast-paced environment.

Bachelor's degree in a related field or equivalent experience preferred.

Additional Information:
This is a 24/7 operation, and the role may require working different shifts to support business needs.
On-call availability is required to provide after-hours and weekend support to customers.

Contact: agupta08@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

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