Beschreibung
Main Responsibilities:
manage network outages, drive and coordinate Incident resolution across local NOC and GNOC ensuring timely recovery of the impacted services;
lead management escalation and notification to all senior executives across the firm and the Customer's organization according to escalation rules;
coordinate technical escalation to achieve Incident resolution;
assist in ensuring that all Incident resolution and escalation processes and procedures are adhered to in compliance with corporate guidelines and service agreement with the Customer;
trigger and support root cause analysis for major incidents on the Telenetwork;
suggest measures to minimize the impact of problems on the services.
Key Tasks:
ensure that Incidents records are fully documented both during and after the Incident, including gathering and recording the entire incident timeline of events;
report the resolution of root cause of problems and monitor implementation;
maintain information about the problems and the appropriate workaround and resolution;
detect events that may lead to problems and suggest initiatives to prevent them from happening;
detect and analyze recurring incidents;
ensure that problem reports are prepared, updated and delivered to the Customer;
support fault management escalation ensuring that all relevant resources are activated;
coordinate technical escalation to achieve Incident resolution;
call and chair technical conference/meeting with internal support teams and 3rd parties;
issue Service Interruption notifications and regularly update the Customer on Incident resolution progress;
participate to the Manager on Call rotas if and when required;
be proactively informed about Service availability;
trigger Crisis Management protocol if the relevant conditions apply;
drive problem management analysis to resolution, analyze Incident's root cause and prepare post resolution reports;
summarize and record lessons learned.
Requirements:
proven ability to understand and analyze network architecture, topology and network service structure and dependencies;
experience in running Incidents in a large, complex enterprise environment;
experience of interacting with a demanding customer-base at senior levels;
ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls;
excellent End to End understanding of ITIL Service Management best practice;
consolidated experience with trouble ticketing and knowledge management platforms;
extensive practice in troubleshooting problems on the Telenetwork;
solid understanding of security rules and standards.
Education: Degree in Telecommunication or Computer Science
Experience: at least X years experience in network operation and management
Language: Fluent English, German is considered a plus
Other: Experience with Operators' O&M Department or other Managed Services Organizations is a plus