Telecommunications Incident Manager

Set Europa; Madrid; Presencial; EUR 35.000 - 55.000; Jornada completa

Descripción de la vacante

A fast-growing telecommunications company is seeking a skilled professional for their Support Operations team. The role focuses on incident management, improving service performance, and collaboration across teams. Ideal candidates will effectively manage incidents and drive process enhancements, contributing to the success of telecom-related projects.

Formación

• Experience in telecommunications incident management.
• Fluency in both English and Spanish is essential.
• Proactive in professional development and skill enhancement.

Responsabilidades

• Lead and manage telecommunications incident resolution and documentation.
• Collaborate with internal teams for technology optimization.
• Identify process inefficiencies and lead improvement initiatives.

Conocimientos

Incident Management

Service Level Agreements

Collaboration

Problem Solving

Technical Knowledge

Bilingual (English and Spanish)

Descripción del empleo

Our client is a fast-growing telecommunications company specializing in international roaming services. With a global user base, they are committed to delivering high-quality connectivity and exceptional support. To strengthen their operations, they are seeking a skilled and driven professional to join their Support Operations team.

ROLE

This role is responsible for leading the detection, coordination, resolution, and continuous improvement of major incidents in telecommunications and technology services. The ideal candidate will operate effectively in both English and Spanish, managing technical interfaces, enhancing service performance, and contributing to the delivery of telecom-related technical projects.

RESPONSIBILITIES

Incident & Service Management

• Lead the identification, resolution, documentation, and improvement of service incidents, particularly within telecommunications operations.

• Ensure all incidents are managed in compliance with service level agreements (SLAs) and organizational standards.

• Maintain accurate records and documentation of work performed.

Cross-Functional Support

• Collaborate with internal teams such as Product Management, Data Analysis, and Resource Management to optimize the use of telecommunications technologies.

• Provide support to the Service Assurance team, ensuring cross-departmental alignment and integration.

• Foster strong, professional relationships with internal teams, leadership, and external partners.

Process Improvement & Knowledge Sharing

• Identify inefficiencies in tools and processes, propose enhancements, and lead implementation initiatives.

• Share technical and organizational knowledge through training sessions, mentoring, and documentation.

• Communicate updates, blockers, and insights to relevant stakeholders in a timely and structured manner.

Professional Development

• Proactively seek training opportunities and dedicate time to skill enhancement.

• Utilize company resources to expand technical knowledge beyond core responsibilities.

• Escalate unmet training or support needs to management when necessary.