NAO Escalation & Problem Management

Act as the escalation point for major incident records on a 24/7 on-call basis for IoT IT applications and systems. Maintain and improve the known error and solution databases in BMC Remedy. Analyse technical issues during incidents and coordinate technical teams for resolution. Drive incident-solving techniques to identify impact, workaround, root cause, and solutions, and communicate implementation plans. Document and share post-major incident reports, including root cause analysis and technical solutions. Initiate and implement continuous improvements in escalation management processes, including rules and guidelines. Generate reports, analyse trends, and provide feedback for process optimisation. Knowledge of IoT systems architecture, cloud, and telecom. 1-2 years' experience in a multinational technical environment, preferably IoT, IT, or telecom. Proven experience in managing problem and incident records aligned with ITIL processes. Skilled in proactive problem identification using methodologies such as 5WHYs and Fishbone. Bachelor's degree in Computer Science or equivalent. Proficiency in BMC Remedy, ServiceNow, and Office IT tools. Familiarity with ITIL framework (Service Operations & CSI), Lean, and Six Sigma. Technical expertise in software, hardware, and network (Cisco, GSM, HSPA, LTE). Fluency in English. Not a perfect fit? Worried that you don't meet all the desired criteria exactly? If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.