Incident Mgr-Integrated Ops
4 weeks ago
about the role
To act as Major Incident Manager in case of a P1 / P2 incident, ensuring immediate conference bridge initiation, communication (internal/external, written/verbal), troubleshooting is done as per the timelines and highest professional standards. Point of contact for consolidating solutions of complex issues for interfacing with Problem expert team and possible entry to KEDB of these issues. Document incident studies lessons learnt and shared it with the teams. To act as a SME for at least one (1) technology, process and tool and deliver knowledge sharing sessions to Service Operations. To work on Service Improvement Plan for the Service Desk if there is any being raised by the CSM and customer. To be available 24X7 in handling complex major and mission critical site incidents. and BCP situation 24/7 365 days (includes public holidays, off hours, weekends) on call basis if required as per roster. To own and to prepare summary incident reports on critical/ complex/Major incidents suitable for internal and external management review.
about you
Degree or equivalent in Electronics/Computers.
Service oriented with good customer service skills Good interpersonal and communication skills. Good time management, and organisational skills Ability to carefully plan and co-ordinate work according to a demanding time schedule. Flexibility in terms of working hours Willingness to work in shifts. And on call support 24/7 Ability to lead crisis bridge, bring all required entities in call, share meeting minutes, track actions and own incidents end to end. Ability to build relationships with peer and management levels both with clients and the company management. Excellent matrix management and Team Player. Good understanding of Cisco routing and switching technology. Good understanding of SD WAN solutions coupled with fair understanding of cloud services. Good understanding of Voice/Telephony technologies – SIP/CUCM/FCC etc. Fair understanding of wireless & Nexus platform. Multitasking and able to perform under pressure. No NI Rating in the last two performance reviews. Proactive, self-motivated, and determined attitude.
additional information
To be responsible for the management of both proactive and reactive incidents ensuring a professional and consistent delivery of quality services to our Customers. During network or any major incidents crisis situations need to manage technical, crisis bridge right from opening bridge to incident resolution and further communication flow, to keep all concerned stakeholders updated of the progress for theincidentresolution Ensuring correct execution of Incident management process, accountable for the general procedure management, taking care that the required resources for incident resolution are engaged and the customer is informed appropriately about the progress. To be Management representative responsible to take decisions on the best course of actions to guide incident owner in the restoration of the service and direct customer expectations in agreement with CSMs and or Partner support teams. Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all problem records. Effectively control the incident queue to ensure that all incidents are actioned in a timely and efficient manner. Monitor the number and age of pending incidents to ensure timely incident resolution. Review the daily dashboard report and initiate corrective action to resolve long pending incidents (more than 24, 48 hours) Act as the First/Second Level of escalation and own the escalations till the closure. Strictly follow the escalation process for both internal functional and hierarchical and external management to ensure speedy restoration of the services. Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels.
contract
Regular
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