Senior Incident Manager

About the role

We are seeking an experienced Incident / Problem Manager to support a large national financial institution. The role manages major incidents, drives problem management activities, coordinates stakeholder communications, and ensures timely resolution of service disruptions in a complex telecom and SD‑WAN environment.

Key responsibilities

• Lead and coordinate Major Incident Management activities to minimize business impact.
• Manage the end‑to‑end Problem Management process, including root cause analysis and corrective actions.
• Communicate effectively with customers and internal stakeholders through calls, meetings, and email communications.
• Generate operational reports and incident summaries for leadership and clients.
• Investigate recurring and chronic site issues and drive permanent resolutions.
• Monitor and support SD‑WAN environments, ensuring service stability and performance.
• Collaborate with technical teams to improve processes and operational efficiency.
• Participate in an on‑call rotation to provide 24/7 support coverage when required.
• Facilitate incident review meetings and provide recommendations for continuous improvement.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• Minimum 5 years of professional experience in IT Operations, Telecommunications, or Network Services environments.
• Demonstrated experience managing Major Incidents and leading service restoration efforts in complex enterprise environments.
• Strong background in Problem Management, including root cause analysis, corrective action planning, and continuous service improvement.
• Hands‑on experience supporting and troubleshooting SD‑WAN networks, with exposure to large‑scale enterprise deployments.
• At least 2 years of experience working with Juniper SD‑WAN solutions.
• Solid understanding of LAN/WAN technologies, networking principles, and operational support processes.
• Proven ability to communicate effectively with customers, executives, and cross‑functional technical teams during critical incidents.
• Strong analytical, troubleshooting, and decision‑making skills, particularly in high‑pressure situations.
• Ability to work within an on‑call rotation and support a 24/7 operational environment.
• Native or near‑native English proficiency (spoken and written).

Required skills

• SD‑WAN
• Juniper SD‑WAN
• LAN/WAN technologies
• Network troubleshooting