Incident Manager

Associate Process Manager

Description

We are seeking a proactive and experienced Incident Manager to join our team at eClerx, a leading Internet Service Provider. The ideal candidate will be responsible for managing and resolving high-priority customer issues, service disruptions, and internal escalations in a timely and professional manner. This role requires excellent cross-functional collaboration, customer communication, root cause analysis, and continuous improvement mindset to enhance service reliability and customer satisfaction.

Responsibilities

Key Responsibilities:

• Act as the primary point of contact for escalated customer issues, ensuring timely acknowledgment, investigation, and resolution.
• Engaging with NOC team leads and supervisors (Transport; E-IP) as needed to provide white gloved experience to strategic customers.
• Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues.
• Lead incident response for major outages or critical service degradations; provide real-time updates to stakeholders and customers.
• Analyse incidence summary and identify root cause analysis (RCA) for recurring issues and work with relevant teams to implement corrective and preventive actions.
• Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
• Maintain escalation response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
• Collaborate with customer success and account management teams to maintain high customer satisfaction and retain key accounts.
• Identify and drive improvements in support processes, documentation, and cross-team communication to reduce escalations over time.
• Prepare post-incident reports and presentations for internal review and external communication as needed.

Qualifications

Qualifications:

• Bachelor’s degree in Information Technology, Telecommunications, Engineering, or related field.
• 3 to 5 years of experience in technical support, service delivery or network operations, preferably in the ISP or telecom industry.
• Proven experience handling escalations and leading cross-functional resolution efforts under pressure.
• Ability to defuse and calm intensified situations
• Attention to detail to ensure proper dissemination of internal and external communication
• Update and “clean up” tickets as needed
• Strong understanding of ISP infrastructure, broadband technologies, and network troubleshooting principles.
• Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical stakeholders.
• Strong analytical and problem-solving abilities with a customer-first mindset.
• Experience with incident management tools, ticketing systems, and escalation tracking dashboards.
• ITIL or related service management certification is a plus.