Our client, a leading global IT service provider, is recruiting for a Incident Manager to join their project in Romania .
Position Title:
Incident Manager
Position Type:
Permanent
Start Date:
ASAP
Location:
Timișoara , România
Contact:
Bojan Ulemek | +49 89 23 88 98 671
Qualifications :
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BE/Diploma in computer science, Information Technology, Electronics & Communications with relevant experience.
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Knowledge of mobile network domains and functions (Network operation center , field, Project)
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Expert Knowledge of Network Operations management
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Knowledge of Stakeholder management
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Good interpersonal skills and the ability to communicate effectively at all levels and with customer
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Proactive attitude to use his/ her initiative to react quickly, to work effectively in emergency situations under minimum supervision.
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Self- motivated and capable to work within a strong team environment is essential.
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Good knowledge of FTTH, GPON technology, IP Networking and protocols
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Good Understanding Transmission domain
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Good understanding of MetroE networks and Broadband networks.
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ITIL process knowledge
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Understanding of Service Level Agreements and Key Performance Indicators.
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Good knowledge of Vendor Management
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Should have user level knowledge of Operation Support Systems / Network Management System tools, preferable to have experience on Netcool, Remedy
Must Have Skills :
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Incident detection, logging and monitoring, Classification and prioritization (against impact and urgency), Investigation and diagnosis, Escalation, Resolution, Reporting, Notification and Closure
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Ownership, monitoring (including Jeopardy Management) and tracking
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Management and stakeholder reporting
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Post Incident Review
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War room management for Crisis Incidents
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Conference call setup for Major and Critical Incidents
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SLA Management
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Problem Ticket creation for Incidents resolved with work around
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Contact and Escalation register management
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Create/update/modify Incident process and Procedures
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Handling Management calls
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Prepare Incident reports and circulate to all stakeholders
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Review and update Incident priority matrix
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Work on Improvement activities based on post incident reviews
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Work on breach mitigation and corrective actions
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Maintain Ticket Quality
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Daily Incident meeting on open and pending Incidents
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Work on Aging Incidents resolution
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Train users on Incident management process
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Identify automation opportunities and implement the same with the help of automation teams
