Incident manager at noc
job summary
noc incident manager will lead a team with the target to ensure that activities within the gnoc scope are executed, followed up and done accordingly to sla and kpi's. The incident manager will drive and secure all activities are performed on an adequate and timely basis for the different stakeholders.
the incident manager plays a critical role in maintaining network availability, service quality, and customer satisfaction. Their primary responsibility is to manage the lifecycle of incidents that affect telecom services (voice, data, mobile, fiber, core, etc.).
responsibilities & tasks
* major incident management (p1/p2)
for high-severity incidents:
initiate major incident process.
open bridge calls with technical teams.
engage multi-vendors if needed
coordinate across:
core network team
ran team
transmission team
field operations
provide executive-level updates.
* communication management
send timely updates to:
internal management
customer care teams
enterprise customers (if impacted)
provide:
incident summary
affected services
root cause (if known)
estimated time to restore (etr)
maintain communication cadence
* root cause & post-incident review
ensure root cause analysis (rca) is delivered.
conduct post-incident review (pir).
identify preventive actions.
raise problem management tickets for recurring faults.
hands-on experience on ems and nms system and aware of daily health checks of nes
position qualifications
core competences:
* outstanding english and spanish communication and presentation skills
* be customer and business oriented and have consultative approach
* problem solving and analytic thinking
* very good understanding of leadership framework
* creative & innovative
* able to lead and motivate people, to promote responsibility and to facilitate diversity & awareness
* knowledge of huawei's existing and future product/services portfolio
* sense of urgency with quality as a key deliverable
* strong background in managing/effecting change
* experience with the interpretation of quality indicators to detect and implement corrective action
* results focused, priority setting to resolve conflicting goals with restricted resources
* a thorough and methodical approach to work
* highly developed skills in knowledge sharing by actively contributing knowledge, experiences and skills to create a learning culture.
* experience with multiple customers/ multiple accounts and priorities
* understanding of financial aspects of the role
* minimum qualifications & experience requirements:
* at least 3 years' experience in people management
* bachelor's degree in computer science or electrical engineering and 4 years relevant telecom experience within noc operation or at least 7 years of relevant telecom experience in customer support.
* understanding of 2g-3g-4g telecom networks, access network, network elements and telecom services
* good knowledge of microsoft office suite
* good knowledge of radio frequency
* customer issue handling