Customer Incident Manager

Role Summary:

The Incident Manager is responsible for leading the resolution of incidents affecting customer services across an international geography. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents/requests to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident/request follow-up activities.  The role requires a significant amount of autonomy, so the Incident Manager should be comfortable working with minimal direction, with the ability to thrive in a fast paced and ever-changing environment.

Internal Departments they will interact with:

Service Desk, NMC, Tier 1, Tier 2, Tier 3, Carrier Management, Service Delivery, Sales, 3rd Parties.

Main Responsibilities:

• End to end ownership of incidents with potential or actual business impact.
• Ensure that normal service operations are restored as quickly as possible whilst meeting the required service levels (SLAs).
• Own and manage the progress of customer incidents/requests within Operations, clearly recognizing the customer issue and driving to resolution through establishment and engagement of a “virtual support team” drawn from required departments.
• Ensure frequency of internal/external communications are maintained as needed in a timely manner, and is always clear, concise, meaningful, professional and efficient.
• Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
• Review and manage customer requests that involve internal GTT departments and external partners.
• Identify problems and raise them to the Problem Management team.
• Review and revise processes, policies and procedures on a regular basis to drive efficiency and effectiveness within Service Assurance.
• Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external).
• Understanding and familiarity with Customers’ services and solutions.
• Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve.
• Provide mentoring and guidance to Service Desk Engineers.
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (customer, 3rd party, internal).
• Train new starters.
• Support and participate as required in any Assurance related programmes.
• Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.

Ideal Candidate Profile:

General

• MS Office – Advanced (must).
• Experience of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).
• Ability to understand and improve operational processes and procedures.
• Ability to matrix manage across the different departments.

Experience

• 24+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• 12+ x months experience in a similar role (desirable).
• 12+ x months in a process driven organization (desirable).
• Experience working in a multi-cultural/international environment (must).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Knowledge

• General ICT industry understanding (must).
• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (must).

Essential Criteria:

Technical

• Knowledge and understanding of TCP/IP (OSI) model.

Languages

• English – fluent (mandatory).

Desirable Criteria:

Technical

• Knowledge and understanding of different types of common WAN connections.
• Knowledge and understanding of Transmission networks and technologies (Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL.
• Awareness/understanding of optical technologies.
• Understanding of Cisco/Juniper hardware/software – routers/switches.
• Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues.
• Awareness/understanding of Hosting and Security products.
• Awareness/understanding of Unified Conferencing products (video, Skype for Business).
• Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs.

Languages

• English – fluent (must).

Other Similar Job Functions:

Supervisor/Team Leader/Manager or senior role in any of the following functions:

• Contact Centre
• Helpdesk
• Service Desk
• 1st Line Support
• Incident Management
• Service Manager
• Incident Manager

Qualifications/Courses:

• BSc/BE/BTech Degree in ICT/Telecommunications, similar discipline (either complete or in-progress) or equivalent work experience (must).
• CCNA/JNCIA knowledge, Network+ or equivalent (complete or in-progress) (must).
• ITIL Foundation (desirable).

Hours/Travel/Shift:

8 x hour day between 08:00 – 00:00 EET/EEST.