Responsibilities

The Principal Network Operations & Service Quality Engineer will define and document an ITIL-based problem management process, facilitate continual improvement across related processes, and coordinate major incident response as Incident Commander. This role involves coordinating shift staffing, performing the duties of the Operations Centre Manager in their absence, working with monitoring teams to enhance monitoring quality, mentoring team members, and addressing knowledge gaps through training and updated knowledge articles. The engineer will coordinate the resolution of problems, drive adherence to the problem management process, proactively analyze incidents and trends, lead post-incident reviews, produce Reason for Outage reports, and hold regular status updates with stakeholders.