Customer Incident Manager

Incident Manager

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit www.gtt.net.

Job Profile Summary: 

The Incident Manager is responsible for leading the resolution of incidents affecting customer services across a specified geography.

Role Summary:

The Customer Incident Manager is responsible for leading the resolution of incidents affecting customer services across an international geography. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents/requests to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident/request follow-up activities. The role requires a significant amount of autonomy, so the Incident Manager should be comfortable working with minimal direction, with the ability to thrive in a fast paced and ever-changing environment.

Job Scope:

Interacts with Service Desk, NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management, 3rd Parties, enterprise operations, network management, supplier management commercial, service delivery and sales teams.

• Interacts with service desk, enterprise operations, network management, supplier management commercial, service delivery and sales teams. Minimum 5 years of experience within IP Operations environment of a Telco or large ISP.
• Minimum 3 years of work in IP technical 2nd line support position.
• Excellent and demonstrable experience of IP, MPLS and routing knowledge (ISIS, BGP, OSPF) in an ISP environment.
• Knowledge and understanding of SD WAN and components, working knowledge on Fortinet, VeloCloud, Aruba is preferred.
• Excellent knowledge of protocols in use by the systems and customer applications, independent troubleshooting skills.
• Excellent technical knowledge of CE/CPE configurations and troubleshooting.

Duties and Responsibilities:

• Ensure frequency of internal/external communications are maintained as needed in a timely manner, and is always clear, concise, meaningful, professional, and efficient.
• Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g., Service Manager, Account Manager).
• Review and manage customer requests that involve internal GTT departments and external partners.
• Identify problems and raise them to the Problem Management team.
• Review and revise processes, policies, and procedures on a regular basis to drive efficiency and effectiveness within Service Assurance.
• Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external).
• Understanding and familiarity with Customers’ services and solutions.
• Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve.
• Provide mentoring and guidance to Service Desk Engineers.
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (customer, 3rd party, internal).
• Train new starters
• Support and participate as required in any Assurance related programs.
• Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.

• Understanding troubleshooting knowledge of technologies including Ethernet, Ip transit, VPLS, MPLS, DIA etc.
• Strong experience in the use of IP management tools, both commercial and open source.
• CCNP or JNCIP certification is preferred.
• Ansible, Python, Bash scripting language desirable.

Desirable Experience/Qualifications:

• Excellent Juniper and JUNOS knowledge (MX960, M7, M10 and Juniper CPEs/CEs)
• General knowledge or telecom industry, operational processes and standards.
• Good knowledge and hands on experience with Fortinet, VeloCloud, Aruba/SilverPeak devices and Accedian, Cisco, Comtrend CPE’s.
• General technical understanding of other technologies (eg. VoIP, SDH and DWDM)

Hours/Travel/Shift:

US shifts (5 Days working / 2 Days Off)

Core Competencies

• Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem-solving appropriately to diverse situations.
• Root Cause Analysis: Knowledge of the concepts, principles, and techniques of root cause analysis (RCA); ability to use a structured approach to identify the underlying causes of problems in a particular environment and the changes needed to prevent recurrences.
• IP Technologies and Protocols: Knowledge of the features and policies of IP technologies and protocols; ability to configure, deploy and support IP-based networks and services.
• IP-based Services: Knowledge of the features and functions of IP-based services; ability to configure, deploy and support TCP/IP-based networks and associated services.
• Troubleshooting Network Problems: Knowledge of tools and techniques to troubleshoot network problems; ability to anticipate, recognize and resolve technical (network, hardware, software, equipment or operational) problems.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes and enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results-oriented.
• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.