Incident Manager FTTx

PT NexWave; Tangerang; On-site; IDR 167,400,000 - 334,800,000; Full time

Job summary

Nexwave Technologies is seeking an experienced Incident Manager to own major incidents, drive timely resolution, and minimize business impact. You will lead cross-functional teams, coordinate with vendors, and ensure accurate logging and escalation within SLAs.

The role requires a Bachelor’s degree in IT/CS/Engineering, 3–5 years in Incident Management or similar, strong ITIL knowledge, and excellent written and spoken English. Telecom/IT industry experience is highly preferred.

Qualifications

• Experience in Incident Management and IT service delivery.
• Ability to coordinate multiple technical teams.
• Strong communication and leadership under pressure.
• Telecom/IT industry experience preferred.

Responsibilities

• Lead end-to-end incident management and escalation.
• Coordinate engineers, vendors, and stakeholders.
• Ensure proper logging, tracking, and SLA adherence.
• Prepare incident reports with impact and resolution details.
• Review incidents to identify root causes and preventive actions.

Skills

Incident Management

ITIL/ITSM

Leadership

Communication

Problem Solving

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITSM tools

Job description

We are looking for an experienced Incident Manager to join our team and take ownership of major incidents, ensuring timely resolution and minimizing business impact.

Key responsibilities

Lead and coordinate the end-to-end management of major incidents.

Coordinate technical teams, vendors, and relevant stakeholders during incident resolution.

Ensure incidents are properly logged, tracked, escalated, and resolved within agreed SLA.

Conduct incident reviews and identify root causes and improvement opportunities.

Prepare incident reports, including impact, timeline, resolution, and preventive actions.

Monitor incident trends and recommend improvements to service reliability and operational processes.

Ensure effective communication with stakeholders throughout the incident lifecycle.

About you

Bachelor's degree in IT, Telecommunications, Computer Science, Engineering, or a related field.

Minimum 3–5 years of experience in Incident Management, IT Service Management, NOC, Service Operations, or a similar role.

Strong understanding of ITIL / IT Service Management principles.

Experience handling Major Incidents and coordinating multiple technical teams.

Strong communication, coordination, problem-solving, and leadership skills.

Able to work under pressure and make decisions during critical incidents.

Experience in the Telecommunication / IT industry is highly preferred.

Good command of English, both written and verbal.

Nexwave Technologies is the premier regional provider of network engineering services and supplier of specialized telecommunication products. We design, build and manage telecommunication networks and provide comprehensive suite of specialized products and cost effective solutions to address the network infrastructure need of fixed and mobile operators in Asia-Pacific.

We have diverse network experiences and excellent track records in successful implementation of GSM, GPRS, CDMA, 3G/UMTS networks. Many telecommunication service operators in the Asia Pacific region and the world’s biggest equipment vendors have made Nexwave Technologies their service partner of choice.

Our core belief of integrity, passion and trust are the key values underlying the strong partnerships we are enjoying with our customers and business partners.

Nexwave Technologies Pte Ltd is a wholly-owned subsidiary of TeleChoice International Limited.