Project Manager- Incident Management

Overview: Prodapt is the largest and fastest-growing specialized player in the Connectedness industry, recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider across North America, Europe and Latin America. With its singular focus on the domain, Prodapt has built deep expertise in the most transformative technologies that connect our world. Prodapt is a trusted partner for enterprises across all layers of the Connectedness vertical. Prodapt designs, configures, and operates solutions across their digital landscape, network infrastructure, and business operations – and craft experiences that delight their customers. Today, Prodapt’s clients connect 1.1 billion people and 5.4 billion devices, and are among the largest telecom, media, and internet firms in the world. Prodapt works with Google, Amazon, Verizon, Vodafone, Liberty Global, Liberty Latin America, Claro, Lumen, Windstream, Rogers, Telus, KPN, Virgin Media, British Telecom, Deutsche Telekom, Adtran, Samsung, and many more. A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts in 30+ countries across North America, Latin America, Europe, Africa, and Asia. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 30,000 people across 80+ locations globally. Role Overview The Project Manager- Incident Management is responsible for leading and overseeing the end-to-end incident management process to ensure rapid, effective resolution of service disruptions. This role ensures minimal business impact, drives timely communication, coordinates cross-functional response teams, and maintains adherence to defined SLAs. The ideal candidate is a strong communicator, highly organized, and experienced in ITIL-aligned operational frameworks. Responsibilities: Lead, coordinate, and manage the full incident lifecycle—identification, triage, resolution, and closure. Drive rapid response during major incidents by mobilizing technical teams, managing priorities, and ensuring streamlined collaboration. Oversee escalation procedures, ensuring timely engagement of SMEs, management, and external vendors as needed. Maintain focus on incident containment, resolution quality, and business continuity. Serve as the primary point of contact during major incidents, ensuring clear, concise, and timely updates to stakeholders. Facilitate structured communication channels across engineering, operations, leadership, and customer-facing teams. Prepare incident reports, status updates, post-incident summaries, and documentation for executive leadership. Ensure incident management processes follow ITIL best practices and organizational governance frameworks. Maintain accurate and complete incident records, ensuring compliance with SLA and audit requirements. Partner with Problem Management to support root cause analysis and long-term remediation efforts. Track, analyze, and report key incident metrics and trends (MTTA, MTTR, SLA adherence, incident volume, etc.). Identify opportunities for process improvement and lead initiatives to enhance operational efficiency and service stability. Conduct post-incident reviews, ensuring lessons learned translate into actionable improvements. Requirements: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). 10+ years of experience in Incident Management, IT Operations or Service Management in the Telecom industry. Demonstrated experience managing major/critical incidents in complex, enterprise environments. Strong understanding of ITIL principles; ITIL certification preferred. Exceptional communication and facilitation skills, especially under pressure. Ability to manage multiple priorities with strong attention to detail and organization. Experience working in 24/7 production support environments. Experience with service management tools (ServiceNow, Jira Service Management, Remedy, etc.). Background in cloud operations, infrastructure, or distributed systems. Strong analytical skills with proficiency in trend analysis and reporting.