Incident Manager

Job Description

OCC lead is a highly customer-focused, operational leader that is responsible for flawlessly executing Incidents, world class, critical incident response operation, with a high sense of urgency. As a member of the Customer Success Group and Critical Incident Center team, the OCC lead should have strong technical knowledge of Telecom systems and deep experience leading internal and external rapid response to complex incidents.OCC lead is a key driver for Severity-1 and executive level customer escalations. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Support management team, the OCC Lead is both technically competent and business oriented also Critical Key SLA management, Emergency Change management, Vendor management and Post Incident Report Management. OCC Lead also responsible for Problem Management function.As Critical Incident Manager:
• Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction.
• Works directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed.
• Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
• Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success to ensure alignment across the Delivery.
• Represents Nokia Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group.
• Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate stake holder with a case owner within specific SLAs, and that issues are fully handed off to the receiving manager.
• Addresses incoming escalations from executives and routes to the appropriate resource/teams Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed.
• Assigns out, communicates with the customer, and owns from a management perspective any new Sev-1 cases when the appropriate support manager is not available .
• As a Problem Manager
• Single point of contact for one or more problems
• Responsible for Ownership and Coordination of actions of those problems
• To analyze root cause, identify Known Error and coordinating actions to fix the error.
• To review the Problem Trends and Planning and Driving Improvement Plan
• To be proactive in identifying problems, analyses and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
Key Accountabilities: -
• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Prevents the replication of Problems across multiple systems
• Reviews the efficiency and effectiveness of the Problem control process
• Monitors the effectiveness of error control and makes recommendations for improvements
• Maintains inventory of problems under analysis and their current progress and status
• Follows up issues and progress with problem owners where necessary
• Updating KEDB
• Produces Problem Management reports and management information
• Coordinates meetings to resolve problems
• Prevents recurrence of issues by identifying root cause and implementing fix
• work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
• Drive all problems towards root cause identification and permanent fix
• Need to have innovative approach as problems are unique and need to use different RCA techniques
• Customer/Onshore SME.
• Operations Team (Service Operations, Service Managers)
• PGO, Engineering Team
• Service Delivery Managers, Network & Service Manager, Problem Lead, Change Lead
• Resolver Groups (internal, partner and 3rd party)
• Internal groups.
• 3rd Party and Partners Operations/ Engineering/ Project Office (as applicable).
Competences
• Technical Experience from either Core/Prepaid/Access/RAN network with 6-8 years of experience.
• 8+ years experience in a technical support environment, handling highly complex issues in Telecom.
• 5+ years managing, coordinating, and ensuring resolution on executive-facing escalations.
• 3+ years at the Management level, preferably managing individual contributors,
• Outstanding Communication skills; Both Written and Verbal Communications. Deep experience leading and responding to complex critical incidents.
• Strong operational and services experience in a Managed services delivery environment.
• ITIL V3 Foundation Level Certification
• Multi-Vendor Network management experience
• Vendor / Third party Management Skills
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Keyskills :
incident managementproblem managementchange managementitilslaservice improvement planscritical incident responseroot causev3 foundationsla management