Customer Incident Manager

Job Summary

A company is looking for a Customer Incident Manager responsible for leading the resolution of incidents affecting customer services across an international geography.

Key Responsibilities

• Lead the resolution of customer incidents to minimize impact on service level agreements (SLAs)
• Coordinate communication and escalations related to incidents and service requests
• Review and manage customer requests involving internal departments and external partners

Required Qualifications

• Minimum 5 years of experience in an IP Operations environment of a Telco or large ISP
• Minimum 3 years in an IP technical 2nd line support position
• Strong knowledge of IP, MPLS, and routing protocols (ISIS, BGP, OSPF)
• Experience with SD WAN components and technologies such as Fortinet, VeloCloud, and Aruba preferred
• CCNP or JNCIP certification is preferred