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Incident Manager - Network Operations


Bangalore, India

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Candidate will oversee, and coordinate Incident and Problem management activities associated with a large customer’s global network. Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Primary functions performed include incident/outage response, coordinating multiple vendors to resolve outages, leading management status bridge updates, Publish Incident status to the customer via bulletins until incident resolution across AT&T and customers. Be a Subject Matter Expert (SME) on Incident Management Process.

Shifts: 24X7 rotational shifts.

Roles and Responsibilities:

Roles & Responsibility
? Responsible for the quality and integrity of the Incident Management process
? End to end Management of the lifecycle of Major incidents.
? Focus on Service restoration
? Responsible to identify and capture impact and urgency.
? Leading technical bridges and coordinating service restoration efforts with various service centers, vendors, suppliers and service providers
? Providing a timely update on Executive Management bridges for Major incidents as required until closure
? Participating in Customer management bridge for major incidents and facilitating incident resolution by collaboration with Customer and suppliers.
? Identifying incidents which need special attention or escalation
? Timely management of escalation (per SLA durations) when there is no clear path to resolution by maintaining proper visibility for critical issues and ensuring the right resources are engaged to resolve the incident
? Managing break-fix activities during incidents to provide any workaround solution incident resolution
? Candidate must identify, classify, resolve, and document issues that cannot be resolved through the Incident Management Process. Manage & Drive Telecommunication, Network & IT infrastructure escalated incidents.
? Manage Incident progress & resolution communications. Publish Incident status to the customer via bulletins until resolution. Candidate will develop reporting, tracking and remediation criteria for chronic issues.
? Document troubleshooting steps and service restoration details, Create and submit knowledge articles.

Key Competencies and Skills:

Key Competencies
Operational & Professional Skills
? Experience in customer operations is critical to this position. Must have experience in interacting and effectively communicating with clients.
? Candidate must have excellent customer relationship skills, including experience in handling escalations and crisis situations.
? Independent, self-driven and highly customer focused
? Good interpersonal skills
? Able to achieve results through distributed teams and through other functional organizations is essential
? Candidate must have superior written and verbal communication skills, including the ability to lead real-time incident conference calls to manage the customer expectations, multiple supplier inputs, and coordination with AT&T Management Centers and Transport Maintenance Centers.
? Candidates having good technical knowledge admired to move to an operational role
? Fluent English is Mandatory
? ITIL Knowledge and certification is required
? 24/7 environment with rotational shift

Technical skills
? Minimum 4-10 years of relevant experience in telecommunications & managed network infrastructure industry
? No less than 2 years of working experience, preferably on customer services interfacing with clients.
? No less than 3 years of hands on experience on Networking / IT infrastructure as an engineer (any of the one listed – WAN, LAN, Voice, IT infrastructure, Hosting, Servers, Firewall, NOC etc)
? Excellent knowledge of WAN, LAN & Voice technologies to manage the IT operations
? Good knowledge on various Router, Switches. Load Balancers, Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc
? Strong understanding of Voice, Data and IP networks is required.
? Any network/Voice/Firewall Certifications is required. CCNA & CCNP certifications are desirable

Education and Qualifications:

Bachelor/masters in electrical/electronic engineering, computer engineering or related discipline

Additional Information:

Willing to work for 24/7