Major Incident Management Timișoara

The employee having the position of Major Incident Manager is responsible for the level 2 incident management activities as a part of the Network operation center team.  

Level 2 activities such as
-
- end incident management, Change Supervision, Performance Management, Service level management, Partner Management, Knowledge Management, etc.

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 the workaround

Contact and Escalation register management

Create/update/modify Incident processes and Procedures

Handling Management calls

Prepare Incident reports and circulate to all stakeholders

Review and update the Incident priority matrix

Work on Improvement activities based on
- 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 the Incident management process

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

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 are advantages

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, and to work effectively in emergency situations under minimum supervision.

Being
- motivated and capable of working within a strong team environment is essential.

Good knowledge of FTTH, GPON technology, IP Networking, and protocols

Good Understanding Transmission domain

Good understanding of Metro
E networks and Broadband networks.

ITIL process knowledge

Understanding of Service Level Agreements and Key Performance Indicators.

Good knowledge of Vendor Management