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