Server Operations Is - Incident Manager - Support Engineer
Current• Incident management: E2E ticket handling: creation, dispatching, follow-up, chasing, analysis, ...• Network monitoring and supervision: multiple Telecom / IT / Industrial technologies• Based on alerts raised on monitoring tools, diagnosis + execution of L2 troubleshooting actions• Support incident diagnosis and actions when relevant• Troubleshooting coordination: SPOC all levels: SD, 2nd / 3rd-line, field technicians, 3rd parties, ...• VIP incidents management: Internal, external, B2B, B2C, 3rd-parties• Escalation management (both managerial and technical) on major issues, crisis, disaster• Communication towards all implied service levels and customers when relevant• SLA / OLA enforcement: towards all support levels in order to get incidents solved in due time• Quality assurance: consistency and quality check on ticket logs and mandatory fields• In-depth analysis on incidents rootcause, troubleshooting and coordination processes, flows, ...• Problem detection and follow-up based on incidents analysis, KPI, stats, recurrence, rootcause• Post-mortem (PIR) triggering when relevant and E2E follow-up with all incident-implied actors• Reporting & analysis (SLA, CEN, KPI, ...) towards management and support teams• Documentation maintenance (CMDB, work instructions, monitoring guides, procedures, ...)• Change management: E2E follow-up, conflict detection, run of post-implementation checks• Processes optimization: working methods, transversal, internal and external flows, TT lifecycle• Continuous service improvement philosophy.• Service requests fulfilment on 'high priority' tickets• Coaching (training, knowledge sharing)• ITIL v3 2011 foundation / best practices permanent awareness
