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 scr