Incident Manager

Description:

The Incident Manager is accountable to provide pro-active or re-active solutions for all the different aspects of problems ‘related to customers’. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Incident and Change Manager plays a key role and is an integral part of the end-to-end solution.

Eligible candidates must have a strong technical background and in depth knowledge in troubleshooting VOIP and IP data networks. Knowledge of legacy voice and data technologies would also be beneficial.

Key Responsibilities
 

• Act as the single point of contact for all customer escalations and service assurance related issues
• Available 7/24 for escalations
• Provide communications to customers, internal business groups and executives during major incidents
• Lead major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
• Ability to provide leadership and technical guidance on Major Incident conference calls
• Produce and Review Post Mortem Reports in a timely manner
• Collaborate with stakeholders to identify, assess, and prioritize device change requests
• Develop and implement change management plans, ensuring compliance with ITIL guidelines and best practices
• Facilitate and oversee the execution of device changes, coordinating with technical teams to ensure minimal disruption to services
• Analyze post-change outcomes, conducting root cause analysis of failed changes and identifying opportunities for improvement
• Monitor and ensure ticket compliancy, addressing any deviations or non-conformances
• Provide regular status updates to senior management and key stakeholders
• Responsible to implement solutions to improve the customer experience and provide proactive approaches to eliminate problematic trends
• Facilitate governance meetings with various partners (Help Desk, Network & Field Services)
• Ensure quality control on Problem/Incident activities
• Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
• Identify service improvement opportunities and analyze Risk Assessments
   

Critical Qualifications
 

• Preferred Electrical Engineering / Computer Sciences degree or equivalent
• 3 years or more industry experience
• In-depth knowledge of telecommunications industry; More specifically in the following fields:
  • Managed Services (Voice and Data)
  • VoIP
  • LAN/WAN technologies
  • Applications (e-mail, client-server applications… etc.)
  • Security Solutions
  • Data Centers
• Knowledge and training required:
  • ITIL Foundation
  • Preferred Certification training in Cisco, Palo Alto, Juniper, F5, and similar Network Vendors
  • MicroStrategy
  • Microsoft Office products