Customer Incident Manager

3 days ago


Pune Maharashtra, India GTT Communications Full time

Incident Manager GTT provides secure global connectivity improving network performance and agility for your people places applications and clouds We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services internet security and voice services Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence For more information on GTT please visit Job Profile Summary The Incident Manager is responsible for leading the resolution of incidents affecting customer services across a specified geography Role Summary The Customer Incident Manager is responsible for leading the resolution of incidents affecting customer services across an international geography The successful candidate will require an aptitude for working with a variety of Information and Communications Technology ICT portfolio of products and services to undertake analysis facilitate and co-ordinate the necessary activities for customer incidents requests to be resolved completed with minimal impact to SLAs which may range from straightforward to more complex technical requirements including post incident request follow-up activities The role requires a significant amount of autonomy so the Incident Manager should be comfortable working with minimal direction with the ability to thrive in a fast paced and ever-changing environment Job Scope Interacts with Service Desk NMC Tier 1 5 Tier 2 Tier 3 Carrier Management 3rd Parties enterprise operations network management supplier management commercial service delivery and sales teams Interacts with service desk enterprise operations network management supplier management commercial service delivery and sales teams Minimum 5 years of experience within IP Operations environment of a Telco or large ISP Minimum 3 years of work in IP technical 2nd line support position Excellent and demonstrable experience of IP MPLS and routing knowledge ISIS BGP OSPF in an ISP environment Knowledge and understanding of SD WAN and components working knowledge on Fortinet VeloCloud Aruba is preferred Excellent knowledge of protocols in use by the systems and customer applications independent troubleshooting skills Excellent technical knowledge of CE CPE configurations and troubleshooting Duties and Responsibilities Ensure frequency of internal external communications are maintained as needed in a timely manner and is always clear concise meaningful professional and efficient Review and trigger both technical and hierarchal escalations escalating incidents service requests that are at risk of failing or have failed agreed SLAs OLAs or that are out of scope which may include 3rd Parties or internal roles e g Service Manager Account Manager Review and manage customer requests that involve internal GTT departments and external partners Identify problems and raise them to the Problem Management team Review and revise processes policies and procedures on a regular basis to drive efficiency and effectiveness within Service Assurance Maintain an exceptional level of customer service and experience during any engagements with all departments internal or external Understanding and familiarity with Customers services and solutions Provide feedback to appropriate Line Manager on how Incident Management the Service Desk and supporting functions can improve Provide mentoring and guidance to Service Desk Engineers Compliance with Service Operations processes Event Management Incident Management Request Fulfilment Change Management and Problem Management and associated metrics SLAs OLAs KPIs other metrics Actively participate as required in meetings customer 3rd party internal Train new starters Support and participate as required in any Assurance related programs Support the Line Manager Department Manager undertaking ad hoc delegated tasks of a similar level and responsibility as may be required Understanding troubleshooting knowledge of technologies including Ethernet Ip transit VPLS MPLS DIA etc Strong experience in the use of IP management tools both commercial and open source CCNP or JNCIP certification is preferred Ansible Python Bash scripting language desirable Desirable Experience Qualifications Excellent Juniper and JUNOS knowledge MX960 M7 M10 and Juniper CPEs CEs General knowledge or telecom industry operational processes and standards Good knowledge and hands on experience with Fortinet VeloCloud Aruba SilverPeak devices and Accedian Cisco Comtrend CPE s General technical understanding of other technologies eg VoIP SDH and DWDM Hours Travel Shift 24x7 shifts 5 Days working 2 Days Off - Mostly US Business Hours Core Competencies Accuracy and Attention to Detail Understanding the necessity and value of accuracy ability to complete tasks with high levels of precision Managing Multiple Priorities Knowledge of effective self-management practices ability to manage multiple concurrent objectives projects groups or activities making effective judgments as to prioritizing and time allocation Problem Solving Knowledge of approaches tools and techniques for recognizing anticipating and resolving organizational operational or process problems ability to apply knowledge of problem-solving appropriately to diverse situations Root Cause Analysis Knowledge of the concepts principles and techniques of root cause analysis RCA ability to use a structured approach to identify the underlying causes of problems in a particular environment and the changes needed to prevent recurrences IP Technologies and Protocols Knowledge of the features and policies of IP technologies and protocols ability to configure deploy and support IP-based networks and services IP-based Services Knowledge of the features and functions of IP-based services ability to configure deploy and support TCP IP-based networks and associated services Troubleshooting Network Problems Knowledge of tools and techniques to troubleshoot network problems ability to anticipate recognize and resolve technical network hardware software equipment or operational problems Universal Competencies Continuous Improvement Knowledge of transformation initiatives to drive fundamental changes and enhance responsiveness and efficiency to core business practices Ability to drive cultural changes from best effort to results-oriented Customer First Customer Facing Knowledge of customer interactions creating a culture of accountability collaboration and partnership Ability to build an environment supporting customer value creation at every level Operational Excellence Understanding the system-driven processes for consistency and scalability Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends


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