Title: L1 - ITIL Incident Manager
Employment Type: Contractual / Full-time
Job Location: Dhaka, Bangladesh
Department: Managed Services / Technology Operations
Number of Vacancies: 1
Job Context
MIAKI is an organization with skillful resources that are relentlessly working to make a difference in the spectrum of Tech & Digital Services. As a Multi-Country Service Provider, we specialize in delivering customized software solutions, digital transformation initiatives, managed services, and skilled resource outsourcing across local and international markets.
We are seeking an experienced L1 - ITIL Incident Manager to oversee the end-to-end Incident Management lifecycle across Telecom IT environments, including OSS/BSS platforms and enterprise applications. The ideal candidate will possess strong expertise in ITIL processes, production support operations, stakeholder management, and service restoration, ensuring high availability of critical business services while driving operational excellence and continual service improvement.
Role & Responsibilities
- Manage the complete Incident Management lifecycle across Telecom IT, OSS/BSS, and enterprise application environments.
- Lead and coordinate Major Incident (P1/P2) management activities to ensure rapid service restoration and minimize business impact.
- Coordinate with Application, Infrastructure, Network, Cloud, Security, Database, and Vendor teams to facilitate timely incident resolution.
- Drive incident prioritization, escalation management, and adherence to agreed SLAs and OLAs.
- Facilitate major incident bridge calls and provide timely communication to business stakeholders and executive management.
- Monitor operational KPIs including MTTA, MTTR, SLA compliance, incident backlog, service availability, and operational performance.
- Ensure timely completion of Root Cause Analysis (RCA), problem identification, and implementation of preventive and corrective actions.
- Drive continual service improvement through incident trend analysis, process optimization, automation, and operational best practices.
- Ensure compliance with ITIL Incident Management processes, governance standards, and operational policies.
- Maintain accurate incident documentation, reporting, and knowledge base articles.
- Collaborate with cross-functional teams to improve service reliability, operational efficiency, and customer satisfaction.
- Participate in operational reviews, audits, and governance meetings to ensure continual improvement.
Job Requirements
Educational Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
Experience Requirements
- 8–15 years of experience in IT Operations, Managed Services, or Incident Management.
- Proven experience managing Major Incidents (P1/P2) within Telecom, Enterprise IT, or Managed Services environments.
- Experience supporting 24×7 production environments is mandatory.
Required Technical Skills
IT Service Management
- Strong knowledge of ITIL Incident Management processes and best practices.
- Hands-on experience with ITSM platforms such as:
- ServiceNow (preferred)
- Remedy
- BMC
- Jira Service Management (or equivalent)
Telecom & Enterprise Operations
- Experience supporting:
- Telecom OSS/BSS platforms
- Enterprise applications
- Production support environments
- Strong understanding of operational governance and service delivery processes.
Incident & Problem Management
- Major Incident Management (P1/P2)
- Incident prioritization and escalation management
- Root Cause Analysis (RCA)
- Problem Management
- SLA and OLA management
- Operational reporting and KPI analysis
Monitoring & Operations
- Experience working with enterprise monitoring and observability platforms.
- Understanding of infrastructure, application, network, cloud, and database operations.
- Familiarity with production support processes and operational runbooks.
Preferred Qualifications
- ITIL Foundation Certification (preferred).
- Additional ITIL Intermediate or ITIL 4 certifications will be an advantage.
- Experience working in Telecom Managed Services environments.
- Familiarity with Agile delivery models and operational governance.
- Exposure to automation and operational improvement initiatives.
Key Competencies
- Strong leadership and decision-making capability during critical incidents.
- Excellent stakeholder management and communication skills.
- Strong analytical thinking and problem-solving mindset.
- Ability to work effectively under pressure in mission-critical environments.
- Customer-focused with a strong sense of ownership and accountability.
- Ability to coordinate multiple cross-functional teams simultaneously.
- Excellent reporting, documentation, and presentation skills.
Salary: Competitive and negotiable based on experience and market standards.
Compensation & Benefits
As per company policy.
Interview Process
- Introductory discussion with HR.
- Technical interview with the Managed Services / Operations Leadership Team.
- Final interview with the Project Owner / Client Stakeholders.
Application Process
Interested candidates are encouraged to submit their updated CV highlighting their experience in ITIL Incident Management, Telecom Operations, Major Incident Management, ITSM platforms, and production support environments.