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Job Details
Posted - 04/05/2010

Incident Manager

Company Networkers International PLC
Job Type Full-Time Employment
Job Category Other Jobs in Telecom Industry Job
Salary $71,823 per year
Location Czech Republic
Region: Central Europe
Requirements
Education Bachelor's Degree
Work Experience Any
Job Reference AW-IM
Details Incident Manager (NOC)(Candidates need to be EU nationals)

Team Description & Purpose of Role

Responsible for day to day Event Management within the Network Operations Centre (NOC)

Ensure compliance to process and procedure in the Network Operations Centre

Driving and ensuring a Culture of operational compliance exists within day to day Network Operations Teams.

Job Responsibilities

Provide Operational ownership of Incident event management and reporting for Customer and Network related problems

Part of an SLA and Process focused Front line support Operations environment.

Work with and drive 3rd parties including First Line Maintenance companys and Other Licensed Operator organisations to ensure rapid break fix for network and customer issues.

Ensure proactive and diligent follow up with Regional supplier / partners to ensure root cause issues resolved.

Develop, grow and mature interdepartmental relationships

Ensure ITIL compliant Problem Management program is run within the NOC

Support senior level customer interaction with reference to incidents, outages and service reviews.

As part of a Management rota, be an out of hours escalation point for Operational issues across the company service platform

Matrix team participation

Produce Incident reports for internal distribution.

Provide in depth reporting analysis

Matrix team participation

Drive ticket assurance and compliance within the NOC

Manage the departmental Incident Reporting Log ensuring that number of events categorised as non standard are maintained within core objectives.

Close working relationship with Shift Managers and ability to cover for Shift Manager as and when required

Experience Required

Must have fluent English language skills both verbal and written.
7+ years operational technical experience in complex Telecommunications support environments working on large and diverse Telecoms networks
A good understanding of Transmission, IP and Voice technologies
Foundation in ITIL V3
Experience in Supporting Transmission platforms. IP Platforms and Voice carrier grade voice platforms
Understanding of Telecom service layers, i.e. SDH, DWDM, IP, Voice
General telecom industry knowledge and standards
High quality written skills
Worked in a process driven organisation
Ability to produce reports, KPIs and present them to a forum
Adept in working/managing within a multicultural environment

Person Specification

Customer focussed technologist able to implement tactical programs and initiatives planned for the team and Operational organisation

Management/Teamwork

Takes charge and is accountable to colleagues and other members of the team on actions performed.

Promotes co-operation, participation, and sharing of ideas and information across organisational boundaries.

Strong consulting and collaboration skills

Proactive

Innovation

Visualises what might or could be, considering alternatives and engaging in what if thinking.

Invites and promotes new ideas, encourages openness about new concepts , ideas , ways of working

Adaptable and able to take and implement change quickly.

Results orientation

Sets challenging but realistic objectives for themselves and their team

Identifies ways to improve efficiency and results.

Escalates problems/concerns where appropriate.

Sets high standards for self and others.

Follows through on commitments

Meets, exceeds & differentiates between immediate vs. future needs

Drive consistent, repeatable working practices within the teams

Problem Solving

Anticipates and analyses problems clearly and determines appropriate solution or alternatives.

Exercises sound judgement with respect to relative importance.

Prioritises and accepts responsibility for decisions and results.

Communication

Uses tact, diplomacy and creativity to resolve conflicts

Promotes co-operation, participation, and sharing of ideas and information across organisational boundaries.
Job summary: Job: Incident Manager Czech Republic , Central Europe, Networkers International PLC, category: Other Jobs in Telecom Industry Job
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