SSRE Incident Management

About this role :

Front line, technical customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and living the 3 client values) such that customers that they contact/contact them are left 'delighted' with the experience.

Providing in-depth technical support to customers through solution monitoring, localisation and remote repair. Undertake Incident, Problem, Event and SACM activities as part of the multi skilled role.

You`ll have the following responsibilities :

- Providing in-depth technical support to customers through monitoring, localisation and remote repair

- Technical understanding of 'solution' level offerings, with ability to continually develop knowledge with new offerings

- Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left "delighted" with the experience

- Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)

- Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)

- Contributing knowledge and experience to help improve processes and systems through continuous improvement

- Proactive and effective jeopardy management, including accurate adherence to the escalation process

- Identification of underlying problems and driving through problem management to resolution (PM)

- Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.

- Capture, analyse and report inventory related issues as part of BAU incident management to SACM/SRMs so that a cleanse of asset and configuration items (SACM) be performed.

- Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactively

- Participating in technical training, knowledge sharing and creating Knowledge management articles

- Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members.

- Proactively raise improvement opportunities, and own small, incremental bugs to completion.

- Understands and support the cycle of team customer-outcome deliveries as part of the Agile improvement process.

- Focused to work in accordance to contractual SLA and Service Assurance KPI's for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS

- Effectively managing the Incidents Lifecycle's - esp. P1/P2 & Aged Incidents

- Queue Management( Proactive /Reactive triage management)

- This acts as First point of contact for the customers and has exhaustive stakeholder management , which keep us exposed day in and out close to customer and services team Delegating duties/Tasks with in team members.

- Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT).

- Functional mailbox management.

- Calls Handling (P1/CIM/Critical Stakeholder calls)

- Quality of Incidents and Emails should be good along with incident closures with appropriate RFOs

- Ensure all DR's are following the Published Processes when working on ITIL functions and make regular checks to enforce this.

You`ll have the following skills & experience :

- At least 4 years relevant experience

- Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologies

- Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologies

- Intermediate level of Cisco Data(Routing and Switching)

- Basic level of understanding of ISO 20000

- Full level of Understanding of the products solutions to a solid 'basic' level (e.g. same as Sales roles) and in depth operational/service processes would be beneficial

- Solution monitoring and multi-layer troubleshooting

- Intermediate level Technical understanding of architecture and design flows

- Ability to organize and attend on international conference call and discuss technical issues

- Experience in operation of end to end customer solutions

- Excellent communication, Interpersonal and Negotiation skills - internally, analytical thinking and customer facing

- Self-starter, able to work with minimal guidance and supervision

- Team-player eager to learn and also share skills and experience

- Enthusiastic and pro-active with a desire to improve service for the customer, and other internal users

- Keen learner and support CI environment

- Stakeholder management (Account Team) with internal and external customers

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