Telecommunication Incident Management

TKHS Group Incorporated; Parañaque; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health Insurance

HMO

Bereavement Leave

Maternity & Paternity Leave

Solo Parent Leave

Professional Development

Employee Recognition and Rewards

Job summary

TKHS Group Incorporated is seeking a Telecommunication Incident Management Specialist to oversee end-to-end incident handling, ensuring prompt detection, escalation, resolution and closure. The role collaborates with NOC, SOC, Field Ops, vendors, and stakeholders to minimize service disruptions and maintain high customer satisfaction.

The ideal candidate has a Bachelor's degree in IT/ECE/Computer Engineering and at least 3 years in telecom incident management, with experience in monitoring tools

Qualifications

• Bachelor's degree in IT/EC/Computer Engineering or related field.
• Minimum 3 years in Incident Management within telecommunications.
• Experience with telecom networks and monitoring tools.
• Proficient in ticketing and case management systems.
• Strong communication and analytical skills; able to handle high-pressure incidents.

Responsibilities

• Lead incident response from detection to closure.
• Coordinate across NOC, SOC, Field Ops and vendors.
• Be primary incident communications contact for stakeholders.
• Escalate critical incidents per procedures.
• Maintain incident protocols and post-incident reviews.
• Produce reports and root-cause analyses.
• Monitor trends and drive process improvements.
• Update knowledge bases and docs.
• Provide 24/7 operational support as needed.

Skills

Incident Management

Telecom networks

Ticketing systems

MS Office

Communication

Analytical thinking

Night shift

Education

Bachelor's degree in IT/ECE/Computer Eng

Tools

SolarWinds

Nagios

Zabbix

Netcool

PRTG

Microsoft Teams

Job description

Job Description

Employee Recognition and Rewards

Holiday Gifts, Incentives

Government Mandated Benefits

Insurance Health & Wellness

Health Insurance, HMO

Company Equipment

Professional Development

Bereavement Leave, Maternity & Paternity Leave, Solo Parent Leave

Job Summary

The Telecommunication Incident Management Specialist is responsible for overseeing the end-to-end incident management process, ensuring the prompt identification, assessment, escalation, resolution, and closure of incidents. The role collaborates with internal teams, vendors, and stakeholders to minimize service disruptions, drive continuous improvement, and maintain high levels of customer satisfaction.

Key Responsibilities

• Lead and manage incident response activities from detection through resolution and closure.
• Coordinate incident resolution efforts across NOC, SOC, Field Operations, and other support teams.
• Serve as the primary point of contact for incident communications and stakeholder updates.
• Ensure timely escalation of critical incidents based on established procedures.
• Develop, maintain, and update incident management and escalation protocols.
• Coordinate with third-party vendors and service providers to expedite issue resolution.
• Prepare incident reports, root cause analyses, and post-incident reviews.
• Monitor incident trends and performance metrics to identify opportunities for process improvement.
• Maintain and update knowledge bases and operational documentation.
• Provide 24/7 operational support as required, including mid-shift and night-shift schedules.

Qualifications

• Bachelor's degree in information technology, Electronics and Communications Engineering (ECE), Computer Engineering, or a related field.
• Minimum of three (3) years of relevant experience in Incident Management within the telecommunications industry.
• Strong understanding of telecom networks, including transmission, transport, wireless, and IP technologies.
• Experience with network monitoring tools such as SolarWinds, Nagios, Zabbix, Netcool, or PRTG.
• Proficient in ticketing and case management systems.
• Skilled in Microsoft Office applications (Excel, Word, PowerPoint, Visio, Outlook) and Microsoft Teams.
• Excellent communication and interpersonal skills with the ability to translate technical concepts for non-technical audiences.
• Strong analytical, problem-solving, and multitasking abilities.
• Ability to remain calm and effective during high-pressure and critical incident situations.
• Willing to work on a rotating schedule, including nights, weekends, and holidays.

Preferred Certifications

• ITIL Foundation Certification (Incident and Problem Management)
• CCNA or equivalent networking certification
• ISO 20000 and/or ISO 27001 Awareness