Telecommunication Incident Management

TKHS; Parañaque; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

TKHS is seeking a Telecommunication Incident Management Specialist to oversee end-to-end incident handling, ensuring rapid identification, assessment, escalation, resolution, and closure of issues. The role collaborates with internal teams, vendors, and stakeholders to minimize disruptions and sustain high customer satisfaction.

You will lead cross-functional response activities, coordinate with NOC/SOC, and develop escalation protocols while maintaining documentation and knowledge bases for

Qualifications

• Bachelor's degree in IT, ECE, or related field.
• Minimum 3 years of incident management experience in telecom.
• Strong telecom networks knowledge across transmission, transport, wireless and IP.
• Experience with monitoring tools and ticketing systems.
• Excellent communication and analytical skills.

Responsibilities

• Lead and manage incident response from detection through resolution and closure.
• Coordinate incident resolution across NOC, SOC, Field Ops and support teams.
• Serve as primary contact for incident communications and stakeholder updates.
• Ensure timely escalation of critical incidents per procedures.
• Develop and update incident management and escalation protocols.
• Coordinate with third-party vendors to expedite resolution.
• Prepare incident reports, root cause analyses and post-incident reviews.
• Monitor trends and metrics to identify process improvements.
• Maintain knowledge bases and operational docs.
• Provide 24/7 operational support including night shifts.

Skills

Incident management

Telecom networks

Network monitoring

Ticketing systems

Microsoft Office/Teams

Communication skills

Analytical thinking

Education

Bachelor's degree in IT/ECE/Computer Engineering

Tools

SolarWinds

Nagios

Zabbix

Netcool

PRTG

Ticketing system

Job description

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.

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