Major Incident Manager

at  New Era Technology

JOB DESCRIPTION SUMMARY:

Responsible for monitoring various global Network Monitoring and ticket buckets for dedicated clients to ensure timely assignment and resolution of incidents to meet SLAs. This does include dealing with the involved engineers and technical staff, sending client communication & solving escalation while providing executive updates per defined Operations processes. Some basic troubleshooting is also necessary.

REQUIREMENTS:

Electronics & Telecommunications or Electronics or IT or Computer Science

• 1-3 Years relevant experience in a similar capacity with a large organization
• Technical Networking Knowledge on LAN / WAN/ MAN
• Knowledge of Cisco routers, switches and firewall is an advantage
• Knowledge on Mail Servers / DNS concepts will be an added advantage
• Good understanding of industry standards like ITIL V3, ISO 20000, PMP, Six Sigma, etc. with a focus on Incident Management and Problem Management will be preferred.
• Customer service skills and client focus
• Experience with basic console monitoring role
• Strong communications skills including the ability to communicate technical information in using non- technical language
• Understanding of network technologies utilized within an Internet/Intranet

• Providing complete and accurate information on the event which helps in providing appropriate resolution
• Responding to mails or calls made by Service Desk or Specialist Support Team on time, to ensure timely resolution of the event
• Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, communications and escalations
• Routing the requests to Specialist Support Team
• Monitoring the status and the progress towards the resolution of all the open Incidents
• Keeping the affected Incident Initiator updated on the progress
• Following the escalation (this includes technical, vendor and management) and communication (this includes standard and management) procedure
• Taking resolution confirmation and resolving the Incident record
• Analyze the Incident flow/volume and suggest for appropriate action
• Working on pending Incident report, major incident report and drive for closure
• Detecting the possible Problems and assigning them to the Problem Management team for resolution
• Providing Management Summary and Analysis
• Start and drive incident bridges proactively/actively until resolution
• Confirm resolution and resolve the Incident record
• Ensure that technical staff updates tickets and IM process is correctly followed - Quality Assurance
• Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls to ensure effective coordination and prompt action during incidents.
• Accountable for resolving outages through efficient workarounds or permanent fixes and providing regular metrics reports and communications to stakeholders on major incident resolutions and service performance.