Engineer-Integrated Ops

about the role

• To be responsible for the management of both proactive and reactive incidents ensuring a professional and consistent delivery of quality services to our Customers.

• Ensuring correct execution of Incident management process, accountable for the general procedure management, taking care that the required resources for incident resolution are engaged and the customer is informed appropriately about the progress

• To be responsible to take decisions on the best course of actions in the restoration of the service and direct customer expectations in agreement with CSMs and or Partner support teams.

• Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all problem records.

• Effectively control the incident queue to ensure that all incidents are actioned in a timely and efficient manner. Monitor the number and age of pending incidents to ensure timely incident resolution.

• Review the daily dashboard report and initiate corrective action to resolve long pending incidents (more than 24, 48 hours)

• Strictly follow the escalation process for both internal functional and hierarchical and external management to ensure speedy restoration of the services.

• Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels.

• To be available 24X7 in handling complex major and mission critical site incidents and BCP situation 24X7X365 (includes public holidays, off hours, weekends) on call basis if required as per roster.

• To own and to prepare summary incident reports on critical/ complex/Major incidents suitable for internal and external management review.

• Leading the end-to-end change management activities within a structured process framework

• Prioritizating & filtering the changes, basis on the urgency & impact of the change

• Gathering appropriate information based on the type of change

• Engaging the implementation entities for the execution of change

• Timely & Effectively updating the internal & external change tools

• Conduct post change implementation reviews to assess the performance of the change request

• Engage with implementation teams to instantly resolve failed/incorrectly implemented changes

• Ensuring correct execution of Incident management process, accountable for the general procedure management, taking care that the required resources for incident resolution are engaged and the customer is informed appropriately about the progress

• To be responsible to take decisions on the best course of actions in the restoration of the service and direct customer expectations in agreement with CSMs and or Partner support teams.

• Act as a point of contact for coordinating with other internal and external teams to resolve the key/complex operational issues that are impacting customer satisfaction (technical escalation) and for all problem records.

• Effectively control the incident queue to ensure that all incidents are actioned in a timely and efficient manner. Monitor the number and age of pending incidents to ensure timely incident resolution.

• Review the daily dashboard report and initiate corrective action to resolve long pending incidents (more than 24, 48 hours)

• Strictly follow the escalation process for both internal functional and hierarchical and external management to ensure speedy restoration of the services.

• Provide technical support to Service Desk specialist to help them solve complex issues, thereby helping them increase their knowledge levels.

• To be available 24X7 in handling complex major and mission critical site incidents and BCP situation 24X7X365 (includes public holidays, off hours, weekends) on call basis if required as per roster.

• To own and to prepare summary incident reports on critical/ complex/Major incidents suitable for internal and external management review.

• Leading the end-to-end change management activities within a structured process framework

• Prioritizating & filtering the changes, basis on the urgency & impact of the change

• Gathering appropriate information based on the type of change

• Engaging the implementation entities for the execution of change

• Timely & Effectively updating the internal & external change tools

• Conduct post change implementation reviews to assess the performance of the change request

• Engage with implementation teams to instantly resolve failed/incorrectly implemented changes

To ensure the incident management practices are followed diligently , leading to excellent reviews and feedback from the customer ( CSAT)

To ensure that customer SLAs are always met.

about you

• Service oriented with good customer service skills
• Good interpersonal, analytical and communication skills.
• Good time management, and organisational skills
• Ability to carefully plan and co-ordinate work according to a demanding time schedule.
• Flexibility in terms of working hours
• Willingness to work in shifts.and on call support 24/7
• Ability to lead crisis bridge, bring all required entities in call, share meeting minutes, track actions and own incidents and changes end to end.
• Ability to build relationships with peer and management levels both with clients and the company management
• Excellent matrix management and Team Player.
• Good understanding of Cisco routing and switching technology, SDx solutions, Security platforms and wireless technologies.
• Multitasking and able to perform under pressure.
• Proactive, self-motivated, and determined attitude.
• Good understanding of incident and change process and ITIL best practices.
• Ability to clearly articulate messages to a variety of audience
• Show knw Service Now

additional information

• Degree or equivalent in Electronics/Computers. Degree in business, or science (or other relevant area).

  Professional certification : CCNA certified / CCNP - Two papers preferably cleared. In addition, ITIL certification preferred.

department

Global Delivery & Operations