Professional Incident Management

Mission:

  • Provide 24x7x365 incident management and service restoration support;
  • Manage end-to-end resolution of an incident including support provided by non-GSD organizations;
  • Manage Root Cause Analysis (RCA) for Network outages, drive Lesson Learned and corrective actions;

 

Key Responsibilities:

  • Drive complex outage resolution scenarios and restore the services in synchronization with the customer, partners and Technical Support Operations.
  • Play the role of Outage Manager, if required, to ensure effective coordination of resources involved in trouble resolution.
  • Resolve incidents within defined time period, and escalate unresolved incidents to Technical Support Operations, Outside Equipment Manufacturer (OEM), third-party providers, etc.
  • Manage the communication during incidents, for ongoing tickets or when requested.
  • Produce Incident Reports, conduct RCA analyze and Lesson Learned.
  • Reviewing and auditing the process.
  • Producing management information, including KPIs and reports.
  • Monitoring the effectiveness of incident management and making .recommendations for improvement and actions tracking.
  • Driving, developing, managing and maintaining the major incident process and associated procedures.
  • Ticket backlog management and push for resolution aged tickets.
  • On call duty for out of hours incidents.
  • Provide inputs for the ticket handling quality assessment.

 

Leadership Skills

  • Mobilize teams and drive towards the target
  • Teamwork

 

Functional Skills

  • Analytical skills
  • Customer focus
  • Excellent Verbal and written communication
  • Coordination skills
  • Excellent Inter & Intra Personal skills
  • Self – Driven & Goal Oriented
  • Show Can – do – Attitude
  • Driving & Co-ordination skills

 

Technical Skills & Knowledge

  • Ability to document information.
  • Customer focus
  • Engineering background or equivalent experience.
  • Experience in Incident management & coordination.
  • Experience in telecom technical domains
  • Network troubleshooting & problem isolation.
  • Topology of the customer’s network.
  • Good understanding of telecommunications / network / information technology solutions & product..
  • ITIL based framework experience.
  • English and German Language knowledge mandatory

 

Processes & Tools

  • Knowledge of NOC/GNOC processes.
  • Knowledge of NOC/GNOC tools: ITSM, Dashboard, EIF, and other platform tools.