Change/Incident Manager (telecom)

CH  ‐ Vor Ort
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Schlagworte

Beschreibung

Connect44 is looking for Change/Problem/Incident Managwer for project in Zurich. Telecom experience is a must!

The main duties of Change Management, some of which may be delegated, are listed below:

  • Receives, logs and allocates a priority to all requests for changes that are totally impractical
  • Decides which CAB members will come to which meetings, who gets specific RFCs depending on the nature of the RFC
  • Convenes urgent CAB or ECAB meetings for all Emergency Planned Works'
  • Chairs all CAB and ECAB meetings
  • Authorizes acceptable changes, either alone or after a CAB or ECAB has taken place
  • Issues Planned Works schedules
  • Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules
  • Drives post works reporting highlighting any actions to correct problems and/or to take opportunities to improve service quality
  • Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been rolled back or have failed
  • Reviews all upcoming proposed changes
  • Analyses change records to determine any trends
  • Produces regular management reports
  • Process management
  • Chairs a morning Round Table' meeting consisting of all Back Office leads, customer and Incident/Problem Management to review freshly implemented changes and review any upcoming changes to highlight and address any potential issues
  • Act as CAB (Change Advisory Board), supporting the authorization of changes and assisting in the assessment and prioritization of changes. When a CAB is convened, chosen members should refer to the people capable of ensuring that the change is adequately assessed from both a business and a technical viewpoint

The main duties of Problem/Incident Management, some of which may be delegated, are listed below:

  • Lead troubleshooting coordination on high priority incidents to drive issues to fastest possible resolution while maintaining appropriate reporting and notifications to Upper Management
  • Understand and appreciate the impact of incidents on SLA targets, allowing for prioritization of said incidents and ensuring that the day to day technical operations meet SLAs and issues are proactively addressed
  • Manage incidents to complete resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate
  • Elaboration of forensic reports regarding major outages in the customer's network, including Root Cause Analysis
  • Manage post mortems for all major incidents to a satisfactory conclusion, reflecting the results on detailed reporting
  • Manage the Incident's SLAs, Key Performance Indicators (KPIs) where appropriate
  • Follow-up on the incident life cycle in order to maintain SLAs and KPIs, ensuring all incidents are progressing and being driven to resolution
  • Maintain known errors database and incident workarounds. Guide the teams and provide input for future improvements
  • Maintain and improve incident data and reporting, documenting and making transparent all relevant processes and procedures for the provision of Incident Management
  • Clearly communicate with internal business owners and external partners
  • Comply with Change approval process and change management.
  • Provide training and job aids where required for areas of responsibility
Start
keine Angabe
Von
Connect 44 AG
Eingestellt
20.04.2013
Projekt-ID:
524781
Vertragsart
Freiberuflich
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