Incident Manager

Employment Type:
Full Time
Sector:
IT Jobs
Job Role:
Customer Service Jobs
Area:
Debrecen
Location:
Hungary
Salary:
Competitive
Posted:
18-Oct-17
Recruiter:
Mobile Jobs
Job Ref:
AA00151117-X

What you'll be doing:

As Incident Manager, you will be in charge of:
Facilitating, Coordinating and driving technical support during critical incidents to achieve resolution of service disruption as quickly as possible to minimize impact to BT and its customers
Leading technical bridge calls, engagement and orchestration of all required resources (internal and external) towards incident resolution with permanent fix always possible workaround
Aid troubleshooting - asking obvious questions to technical engineers to aid service restoration
Managing vendors/suppliers - ensuring they are operating within SLA, driving third parties to assist in troubleshooting and restoration service
Managing client ans internal stakeholder communications, keeping them informed about incident progress and next steps
Supporting the reporting and service management team on RCA process/service improvement to improve and ensure accuracy
Working with other GCS/BT Teams to ensure incident fault fix are as quick and smooth as possible


We'll also need to see these on your CV:

Soft skills:
Ability to meet the customers’ needs in line with the business requirements
Focusing on the objectives and the required outcomes of the processes during delivering a service

Professional skills:
Graduate with minimum of 6+ years of professional experience within technical/telecom industry, preferably in Network Operations Center environment
Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
Cisco cerification is an advantage

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