Incident and Supplier Management at FiberOne Broadband

JOB OBJECTIVE:

The Incident Support Management Team is responsible for ensuring the efficient resolution of technical issues, minimizing service disruptions, and managing third-party providers. The team will play a critical role in maintaining the stability and reliability service provided to customers.

ACCOUNTABILITIES

• Develop and implement effective incident management processes, ensuring quick resolution of issues and updates of incident logs.
• Oversee the incident response lifecycle, from identification to resolution and post-incident analysis.
• Coordinate the internal technical teams and third-party providers to resolve incidents efficiently.
• Maintain an incident log with root cause analysis and follow-up action.
• Conduct incident review and drive continuous improvements to minimize recurring issues.
• Develop and manage relation relationships with third-party providers to ensure high service standards.
• Monitor third-party performance against service level agreements (SLAs) and enforce compliance.
• Collaborate with vendors to troubleshoot and resolve technical issues affecting operations.
• Develop and implement strategies for optimizing third-party provider performance.
• Utilize strong technical knowledge of ISP and service assessment and troubleshoot incidents.
• Analyze incident data and third-party provider reports to identify trends, recurring issues, and improvement opportunities.
• Ensure that data-driven insights are leveraged to enhance incident management and resolution strategies.
• Provide recommendations for process enhancements based on technical and data analysis.
• Lead and coordinate cross-functional teams in high-pressure incident response situations.
• Communicate incident updates and resolutions effectively to both technical and non-technical stakeholders.
• Coach and develop team members to improve incident management and vendor management capabilities.
• Drive continuous improvement initiatives to optimize incident resolution processes.
• Develop and update the Problem and knowledge database for references
• Identify and address underlying problems that contribute to repeated incidents.
• Attend to other tasks assigned by the line manager and or as business demands.