Own critical service events from the moment they are raised through to resolution
Keep technical teams aligned, stakeholders informed and customers confident that Orro is on top of it
Coordinate the right teams and drive resolution with urgency and clear ownership
Monitor incident queues proactively and ensure SLA commitments are met
Serve as the primary communication bridge between technical teams, internal stakeholders and customers during active incidents
Identify patterns and recurring issues
Review and improve incident management processes, escalation paths and tooling
Report on incident performance against agreed SLAs and KPIs

Proven track record managing incident resolution across data, voice and video environments
Experience leading customer meetings and working collaboratively across internal teams, vendors and carriers in complex multivendor environments
Solid grounding in ITIL methodology
Strong communication skills
An Associate Degree in Information Technology, Business or a related field, or equivalent combination of relevant experience and education

Incident Manager

Key skills