• Major/Critical Incident Management:
  • Participation in incident calls (24/7 availability).
  • Timely internal update to internal executives via messages/calls/management bridges.
  • Maintaining Incident action logs for all P1 incidents.
  • Post incident analysis and MI documentation review and timely approval.
  • Escalation and process management.
  • Incident escalations and priority management in alignment with LG customers.
  • Adhere and manage discipline on technical & management bridges.
• Operational Reviews:
  • Weekly and monthly operational performance reviews.
  • Develop improvement plans based on incident learnings and gaps and provide regular updates.
  • Timely delivery of incident executive report.
• Message Development:
  • Continuously improve incident comms with managing agent.
  • Develop clear, concise, and accurate incident communication message for executives.
  • Tailor messages for different stake holders, ensuring that technical information is translated into understandable language.
• Stake holder communication:
  • Support timely and factual communication management towards LG and market executives.
  • Maintain and update critical incident communication process.
  • Communicate regularly and provide updates on incident resolution.
• Collaboration, Relationship building & Governance:
  • Cross functional collaboration across internal and management agent’s technical teams and country operations team.
  • Build relationship with market leads and be their representative towards the managing agent.
  • Operational processes adherence and governance.
  • Support operational governance team with feedback on operational performance of the managing agent.
• Administration
  • Detailed analysis of critical incidents and documentation.
  • Operational report reviews and follow up actions.
  • Adhere to departments processes and procedures and contractual obligations.
  • Develop thorough understanding of contractual agreements between LG and its suppliers and LG and its customers.

• Relevant years of experience in technical operations in Telecoms\IT environment.
• In depth understanding of ITSM process.
• General understanding of cable industry and detailed understanding of networks covering
  • Tier1 setup and providers
  • IP Peering and IP Transit
  • Optical transport networks
  • Major network carriers
  • Colocation providers
  • Network OEMs
• Proven ability to govern and steer operational incidents.
• Proven experience in leading major Incident and incident communication management.
• Strong written and verbal communication and relationship building skills.
• Ability to translate technical information into understandable language for executive audience.
• Excellent organizational and time management skills.
• Excellent presentation building and presenting skills.
• Ability to work independently, under pressure and handle stressful situations well.
• Required to work in a 24/7 environment (on call and shifts) and able to soak pressure without effecting performance.
• Ability to be credible at all levels of the organization.

• Strong academics, demonstrating intellectual curiosity and problem solving in complex environments.
• Technical bachelor’s degree (Telecommunications, Computer Science, Networks) or equivalent work experience.
• Strong command in written and verbal English.

• problem solving skills with the ability to steer towards resolution.
• Innovative and creative, able to bring new thinking to the organisation and our partners.
• Able to spot incident trends, risks and take pre-empt measures.
• A doer with the enthusiasm to go beyond responsibility to achieve broader goals.

• Excellent interpersonal skills will be needed to build strong, cooperative internal and external relationships across all levels and geographies.
• Great listener with ability to understand and capture details and other’s perspectives and needs, enabling strong collaboration.
• Strong written and oral communication necessary to evangelise with internal stakeholders and external partners.
• Willing to travel regularly to build strong connections.

• Highly self-motivated and objective driven individual continuously keeping operational excellence and super customer experience as the goal.
• Capable of standing up for values and objectives whilst selling and developing ambitions.
• A global citizen skilful at working across cultures, both internally and externally.
• Adaptable with the ability to successfully deal with and sort through ambiguity.
• Organised and professional approach to work with enough flexibility to pivot when change is required.

• Competitive salary + Bonus
• 25 days annual leave with the option to purchase 5 more
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance
• Matched pension contribution up to 10%
• Access to our car benefit scheme
• Access to our online learning platform to continue to develop and grow your career with us
• The chance to join an innovative, fast-paced and passionate team