Title/Role: Incident Manager
Team: Customer Support
As an Incident Manager, you will:
- Have the ability to decipher technical information on fault tickets and route tickets to L2 wherever applicable within defined KPI measures
- Be able to record the issues received and classify them as Incidents
- Undertake an immediate action to restore a failed Service as quickly as possible
- Provide L2/L3 level support to customers in isolating, diagnosing, reproducing and solving technical issues in a timely manner.
- Understand and manage client expectations to ensure strong client service and satisfaction
- Communicate with the customer on the status and provide regular progress updates by o Attending Incident resolution calls with clients and internal stakeholders o Representing the team on routine Incident update calls with clients o Managing clients on live calls
- Work with respective support teams for Incident investigation, diagnosis and resolution.
- Determine if an incident needs to be escalated according to priority and severity of issue
- Participate in Incident review following major Incidents
- Draft and prepare final RCAs for Sev-1s and Sev-2s
- Facilitate and support lessons learned reviews and track RCA and remediation items.
- Monitor the Incidents and manage workload in their respective queues to ensure that clients SLAs and internal OLAs are respected
- Actively contribute to the Knowledge Base and other organization driven initiatives.
- Have a level-headed customer-first approach and be passionate about solving customer issues.
- Have a strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- Able to work independently, responding to customer issues and driving them to resolution with minimal supervision
- Prepare incident reports and trackers (Internal/ External / Ad hoc)
- Work on real-time notifications for incident communication to clients
We are looking for a self-motivated, client-facing and knowledgeable Incident Managers who embraces challenges supporting a Global Customer Base.
Critical Skills
Communication
- Ability to communicate confidently and effectively at all levels- Both verbally and in written, with clients and within org.
- Logical approach to problem solving
- Adhere to predefined Incident Management Process
- Should be able to distinguish between different severities and priorities as per defined definitions and act accordingly
- Should be able to recognize incidents eligible to be escalated to Engineering and Dev teams
Technical
Should be able to understand and collect the prerequisites helpful for primary troubleshooting of the issue reported.
Mandatory Requirements
- In depth knowledge of Linux and troubleshooting skills
- Hands on experience on Telco Call flows (MO & MT) / VoIP and Telecom networking protocol
- Strong previous experience with various telecom technologies, including knowledge of hosted and SIP technologies - SIP Error Codes/Methods
- Experience on SMSC, USSD, VAS, SDP (Service Delivery Platform)
- SDP / RDP knowledge
- SS7 protocol & concepts
- Knowledge of Wireshark, SMS and TCPdump
- Networking Concepts
Desired
- Hands on experience with MySQL or PgSQL, Mongo DB
- Knowledge of CLOUD based operations.
Key Result Areas:
- Quality of handling incidents (communication, coordination, adherence to process)
- Percentage reduction in the outage time of Incidents affecting service to Customers / %age reduction in SLAs
- Number of Incident resolved through the Incident Management process basis ITIL standards
Preferred / Required qualifications:
- Bachelors degree in Engineering / Science
- ITIL Certification (Desired)
- Experience in defining criteria for Incident Management
Job Location
This is a permanent full-time position working from our offices in Bangalore, India.
