Incident Management Agent at FiberOne Broadband

Job Summary

• We are seeking an Incident & Supplier Management (ISM) Agent to support effective incident resolution, service monitoring, and coordination with internal teams and suppliers. The role ensures minimal service disruption, strict adherence to outage resolution SLAs, and high customer satisfaction in a 24/7 operational environment.

Key Responsibilities

• Monitor services and backend/customer devices
• Resolve Level 2 customer complaints and escalate unresolved issues to Level 3
• Coordinate PON migration, decongestion, and customer relocations
• Troubleshoot incidents remotely and with Field Support Teams (FST) on-site
• Ensure compliance with outage resolution SLAs and best practices
• Perform system maintenance (TCAB/ECAB)
• Prepare incident reports and provide regular updates to management and stakeholders
• Participate in shift-based (24/7) operations

Required Skills & Competencies

• Good understanding of networking concepts
• Experience with network monitoring tools (e.g. PRTG, WhatsUp Gold)
• Proficiency in Microsoft Office tools
• Strong problem-solving and analytical skills
• Excellent communication, documentation, and interpersonal skills
• Ability to work under pressure with attention to detail
• Adaptable, resilient, and customer-focused