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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Telecom / ISP |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
NSW A&SC CARE Delivery provides Incident Management function to drive customer outages and emergencies end to end. This team is fully accountable and responsible to ensure outages/EMEs are restored within SLA at the same time following all the internal processes, tools and communication. This role involves ensuring the correctness and readiness of all tools, processes, internal reports, dashboards & communication involved within the incident management team.Job duties and responsibilities:Drive outages and restore the services in synchronization with the customer, partners and Technical Support Operations.Resolve incidents within defined time period, and escalate unresolved incidents to Technical Support Operations, Outside Equipment Manufacturer (OEM), third-party providers, etc.Manage the communication during incidents, for ongoing tickets or when requested.Produce Incident Reports, conduct RCA analyze and Lesson Learned.Reviewing and auditing the process, ensure team compliance to processes.Producing management information, including KPIs and reports using management tools.Monitoring the effectiveness of incident management and making recommendations for improvement and actions tracking.Driving, developing, managing and maintaining the major incident process and associated procedures.On call duty for out of hours incidents.Provide inputs for the product quality assessment and process improvements.Education/Experience:Fresh graduates or 1 year experience with Bachelor s degree in any engineering fieldRequired Competencies:Fluency in English (both oral and written)Customer service skillsAbility to excel when under pressureCulturally adaptable and flexible;Analytical skillsSelf MotivatedTeam focusedDesired Competencies:UNIX, Linux OSExperience in Microsoft office tools.JavaScript, Python, shell scripting understandingUnderstanding of Network Management function in the networkCOMPETENCIES- Customer Focus- Adaptability- Manage Execution- Foster Open Communication- Search to Learn ContinuouslySKILLS- Communication- Products- Networks- Team Management- Customer Relationships- Project Management,
Keyskills :
shell scriptingproduct qualitycustomer servicemicrosoft officetechnical supportnetwork managementincident managementdata synchronizationslarcaunixcarelinuxexcelpythonsearchenglishoutagesauditingscripting