Lead Telecommunications Incident Specialist

Job Summary

Leading the response to telecom-related incidents, the full-time salaried Lead Telecommunications Incident Specialist will manage first-level escalations, coordinate the resolution of service requests, and support daily telecom operations while collaborating with internal teams and external vendors in a fully remote environment.

Key responsibilities

• Lead the triage and resolution of telecom incidents and service requests, ensuring high-quality support and communication with stakeholders during outages
• Process complex Moves, Adds, and Changes (MAC) requests and drive efficient resolution of telecom service needs in collaboration with cross-functional teams
• Maintain documentation of incidents and contribute to the development of knowledge base resources to enhance team efficiency and continuous improvement

Required qualifications

• College degree in telecommunications, information technology, or a related field, or equivalent combination of education and experience
• Working knowledge of IT Service Management (ITSM) tools and practices, including incident, problem, and change management processes
• Strong experience supporting enterprise voice telecommunications environments, including proficiency in voice system administration and VoIP technologies
• Proven experience leading complex voice services incident resolution and coordinating cross-functional teams
• Ability to analyze incident trends and identify opportunities for service improvement while mentoring junior team members