Incident Manager

About the CompanyWe are hiring for a seasoned Incident Operations Manager to join a BSS SRE & Operations team at a major tech and e-commerce giant. Your role will be pivotal in safeguarding the performance of next-generation digital services that are used by millions. This is a unique opportunity to join a world-class team, solve complex challenges, and build a long-term career.About the RoleYour role will be pivotal in safeguarding the performance of next-generation digital services that are used by millions.*Japanese language ability is preferred but not required.ResponsibilitiesIncident Command & Resolution: Lead the end-to-end management of production incidents in our BSS environment, coordinating technical teams, vendors, and stakeholders to ensure timely and effective resolution.Communication & Reporting: Act as the central point of communication during incidents, providing clear, regular updates to all stakeholders and managing expectations effectively.Post-Mortem & Improvement: Drive post-incident reviews to identify root causes, analyze trends, and implement proactive changes to enhance system reliability and prevent future occurrences.Process & Team Leadership: Develop and refine IT support policies and procedures, while mentoring and leading the IT support staff to foster a culture of operational excellence.QualificationsExperience: 6-12 years of total experience in IT, with a proven track record in a managerial or lead role.Core Domain Knowledge: Deep, hands-on knowledge of Telecom BSS (Business Support Systems), including CRM, Billing, and Order Management. This is non-negotiable.Process Expertise: Strong proficiency in ITIL-based Incident Management processes, with ITIL certification being a significant advantage. Proven experience leading high-pressure technical bridges is required.Combined Skills: Solid technical troubleshooting skills, exceptional communication and conflict resolution abilities, and experience working within a complex, multi-vendor environment.If you are ready to take on a challenging and rewarding role with a clear path for career stability, I want to hear from you. Apply now or DM me directly for a confidential discussion!