Role: Incident Manager andamp; MIM Specialist Location: Reading OR London - Onsite 5 days required Work Mode: Permanent JOB DESCRITION: Shift: Rotational 24x7 support (including weekends and holidays) Role Overview: The Incident Manager andamp; MIM Specialist will be responsible for managing and resolving critical incidents (P1/P2) across Telco IT systems, ensuring minimal business impact and timely communication. This role demands strong technical coordination, crisis management skills, and the ability to work under pressure in a fast-paced environment. The position requires hands-on experience in ITIL-based incident processes, Telco application support, and exposure to infrastructure and cloud technologies. 1. Incident Handling andamp; Coordination Lead and manage P1/P2 incidents across Telco IT systems (OSS/BSS, Billing, CRM, Provisioning, etc.). Run Major Incident Management (MIM) calls: coordinate technical teams, drive resolution, and ensure timely updates. Provide structured and clear communication to leadership and impacted teams during and after incidents. 2. SLA andamp; KPI Compliance Monitor and ensure SLA adherence for incident resolution. Track and report KPIs such as MTTR, RCA completion, and repeat incident reduction. 3. Root Cause Analysis andamp; Process Improvement Perform RCA for major incidents and ensure corrective/preventive actions are implemented. Maintain and improve incident playbooks for faster recovery and automation opportunities. ..... full job details .....