Job Description

Job Summary: The Network Incident Manager is responsible for overseeing and managing network-related incidents within an organization. This role ensures that all network issues are promptly detected, investigated, and resolved in a timely manner, while minimizing the impact on business operations. The Network Incident Manager will lead a team of network engineers and collaborate with other IT teams, Telcos, and stakeholders to ensure high availability, reliability, and performance of network infrastructure. Experience: 5+ years of experience in network management, incident management, or network operations, with at least 2 years in a leadership or managerial role. Proven experience in managing large-scale network incidents, network outages, and troubleshooting complex networking issues. Strong knowledge of networking protocols (TCP/IP, Routing & Switching, DNS, HTTP, etc.), network hardware (routers, switches, firewalls), and network monitoring tools (e.g., CA, Solarwind etc.,). Technical Skills: Deep understanding of network infrastructure, including LAN, WAN, VPN etc., Expertise in incident management tools and practices (e.g., ServiceNow). Familiarity with ITIL-based service management processes. Required Skills and Qualifications: Bachelors degree in computer science, Information Technology, Networking, or related field. Relevant certifications (e.g., Cisco CCNA or CCNP) are a plus. Incident Management: Monitor the network to identify incidents, disruptions, or service degradations. Utilize network monitoring tools and systems to proactively detect and track issues. Collaborate with network engineers and support teams/Telcos to analyse, diagnose, and resolve incidents affecting network services, connectivity, and performance. Classify incidents based on severity and impact to prioritize response efforts, ensuring business-critical services are restored with the least disruption. Escalate unresolved incidents to higher-level technical teams or vendors, ensuring timely resolution according to established SLAs (Service Level Agreements). Manage the resolution process, ensuring that solutions are implemented to restore normal service as quickly as possible. Oversee root cause analysis and corrective actions to prevent recurrence. Leadership and Coordination: Lead and coordinate cross-functional teams (network engineers, operations, security, Telco and Customers) during major network incidents, ensuring clear communication and timely updates to stakeholders. Provide regular incident status updates to internal stakeholders, including senior management, and keep customers informed of network issues and resolutions when required. Conduct post-incident reviews to evaluate incident response, Knowledge document lessons learned, and implement improvements to incident management processes and systems. Process Improvement: Maintain detailed records of incidents, responses, resolutions, and outcomes. Provide regular reports on incident trends, recurring issues, and improvements made. Recommend improvements to network architecture, monitoring tools, and incident management procedures to enhance the organization's network reliability and incident response capabilities. Ensure that incident management processes comply with industry best practices, service management frameworks (e.g., ITIL), and company policies. Network Performance Monitoring: Work with the network monitoring team to establish proactive network performance monitoring strategies that detect potential issues before they escalate into incidents. Ensure that network infrastructure is adequately scaled to handle traffic loads, and collaborate with other teams to avoid potential incidents caused by resource bottlenecks. Team Development: Provide training and mentorship to junior staff and incident response teams to improve their technical skills and incident management capabilities. Foster collaboration across departments (such as operations, security, and support) to ensure effective response to incidents and enhance network reliability. Soft Skills: Excellent communication skills, both written and verbal, for effective stakeholder , customer management and reporting. Strong leadership and team management skills, with the ability to work under pressure during high-severity incidents. Strong problem-solving skills and the ability to think critically during network incidents. Preferred Qualifications: Experience with large enterprise network environments and multi-site network infrastructure. Certifications in network technologies (e.g., Cisco, NSE, or equivalent). Knowledge of network Operation principles and incident response. Work Environment: Primarily office-based with occasional on-call responsibilities for after-hours or weekend incident response. Ability to work in a fast-paced, high-pressure environment.