Skills required for the job
Must possess relevant certifications (Cisco Networks/wireless/SDWAN/Security)
Graduate with minimum of 10+ years of professional experience within technical/telecom domain/ environment.
Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
Exceptional and personable written/oral communication skills with the ability to effectively interact with Sr. Mgt and other vendor teams.
Communicate confidently and assertively with different management layers as required.
Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction.
Proven track record in facilitating the resolution of complex, mission critical problems in high availability systems with a strong customer focus.
Technical background and strong understanding of client Products and Resolver Groups.
Strong analytical & problem solving skills.
Strong understanding of the ITIL framework and Service Management tools is desired.
Ability to coordinate a large group of technical contributors during high priority incident and retain control of a fast-paced major incident bridge call
Ability to challenge information if the response does not fit the situation
Act as Major Incident Manager on Crises/Major incidents and deliver excellent communications during the lifecycle of a major incident to ensure all client and internal resources (including senior management in both organizations) are kept informed of progress throughout. Ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate resolver team to resolve the issue.
The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
Owning critical incidents end to end thought-out life cycle of an incident. Recording all the activities in incident till closure.(i.e sending email notifications, Assigning task to resolvers updating incident notes, escalations, updating RFO and correct closing codes).
Managing all escalations from customer/SRM/account team based on ticket Severity/SLA and take appropriate action.
Be aware of all the open P1 and P2 tickets which are in risk.
Evaluate Customer Business Impact: High impact on customer satisfaction and retention based on the customer experience. Due to time-sensitive nature of the work, potential for financial impact to the company associated with SLA penalties.
Escalate to maintainers, suppliers and client teams on the right time when the problem is not been solved.
Support the NOC agents proactively.
Progress review – Ensure tickets are being resolved/worked accordingly.
Keep process and customer documentation updated and organized.
Do regular ticket analysis – check the resolution, the process compliance and the communication quality.
Be sure to complete a clear, concise handover daily to ensure your peers are aware of change and incidents on to go.
Maintain customer relationship and keep customer focus at all times.
To maintain a helpful and personable approach in all dealings within the team.
To promote good team
Operates with no supervision in a complex environment. Need to work in 24 X 7 environment