Incident Manager

2 weeks ago

Timisoara Metropolitan Area, Romania Hirexa Solutions Full time €40,000 - €60,000 per year

Incident Manager

Timisoara

Onsite

Willing to work in Shifts

Permanent

Immediate Joiner

JD

Major Incident Manager Mission: The employee having the position of Major Incident Manager is responsible for the level 2 incident management activities as a part of Network operation center team. Level 2 activities such end to end incident management, Change Supervision, Performance Management, Service level management, Partner Management, Knowledge Management etc.

Attributions:


• Incident detection, logging and monitoring, Classification and prioritization (against impact and urgency), Investigation and diagnosis, Escalation, Resolution, Reporting, Notification and Closure


• Ownership, monitoring (including Jeopardy Management) and tracking


• Management and stakeholder reporting


• Post Incident Review


• War room management for Crisis Incidents


•Conference call setup for Major and Critical Incidents


• SLA Management


• Problem Ticket creation for Incidents resolved with work around


• Contact and Escalation register management


• Create/update/modify Incident process and Procedures


• Handling Management calls


• Prepare Incident reports and circulate to all stakeholders


• Review and update Incident priority matrix


• Work on Improvement activities based on post incident reviews


• Work on breach mitigation and corrective actions


• Maintain Ticket Quality


• Daily Incident meeting on open and pending Incidents


• Work on Aging Incidents resolution


• Train users on Incident management process


• Identify automation opportunities and implement the same with the help of automation teams

Professional knowledge

  • Knowledge of mobile network domains and functions (Network operation center , field, Project)
  • Knowledge of Network Operations management English skills of at least level C1 of the Common European Framework of Reference for Languages.
  • Strong written communication skills and presentation skills German language skills in spoken and written words is advantages

Technical Knowledge:

  • Knowledge of mobile network domains and functions (Network operation center , field, Project)
  • Expert Knowledge of Network Operations management Knowledge of Stakeholder management
  • Good interpersonal skills and the ability to communicate effectively at all levels and with customer
  • Proactive attitude to use his/ her initiative to react quickly, to work effectively in emergency situations under minimum supervision.
  • Self- motivated and capable to work within a strong team environment is essential.
  • Good knowledge of FTTH, GPON technology, IP Networking and protocols
  • Good Understanding Transmission domain
  • Good understanding of MetroE networks and Broadband networks.
  • ITIL process knowledge Understanding of Service Level Agreements and Key Performance Indicators.
  • Good knowledge of Vendor Management
  • Should have user level knowledge of Operation Support Systems / Network Management System tools, preferable to have experience on Netcool, Remedy

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