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Incident, Problem and Change Manager


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Job Details

Company AT&T

Job Title Incident, Problem and Change Manager

Jobid att4-4210542

Location: USA

Description Working as System Engineer in a Life Cycle Management (LCM) team the employee will have responsibility for day to day operational activities: Incident Management (sev1 and sev2), Change Management, Problem Management. This position will attend Technical Recovery Calls with IBM and end customer when required.

**Roles and Responsibilities:**

In addition, the employee will be responsible to:

∙Receive/retrieve Client Requests (CRs), assess and initiate Service Requests (SRs). Track progress and collect implementation details (change dates, etc) within the IBM generated CR in GPS.

∙ Coordinate delivery of basic and intermediate service requests, including order initiation and performance oversight for work performed by the external Partner.

∙ Proactive Incident management to avert high severity issues and business impact.

∙ Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.

∙ Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration.

∙ Occasional out of hours for support of critical outages.

∙ Timely management escalation to maintain proper visibility and ensuring right resource engagement.

∙ Managing break fix activities during incidents to provide any workaround or fix.

∙ Presenting incident summary to customers as required after incident close down.

∙ Creating RCA - Root Cause Analysis report for Sev-1 outages

∙ Preventing problems to IT services, along with the resulting incidents

∙ Eliminating recurring incidents

∙ Identifying the root cause of service interruptions and proposing permanent fixes to eliminate the cause

∙ Submitting a request for change that will implement the fix

∙ Additional Activities are to diagnose the root cause of incidents and to determine the resolution to those problems

∙ Review and notify IBM of infrastructure changes that may impact the end customer.

∙ Communicates schedule changes to IBM and the IBM Customer.

∙ Notify Operations teams of SLA impacts.

**Key Competencies and Skills:**

-Customer and Service focused

-Be comfortable working directly with the customer and being able to communicate with technical and non-technical users

-Be comfortable working in a dynamic and diverse environment and be able to negotiate and mediate with the overall GCSC team

-Possess a deep knowledge of problem and change process and best practices

-Demonstrate accountability to process and adherence to team procedures

-Ability to work under pressure

- Network troubleshooting/engineering experience

-CCNA certified

-Strong Knowledge Cisco Routers/Switches

-Specialized in routing and switching

-LAN/WAN routing protocols

-Site to Site VPN

-Familiar with all or some of the following Cisco switch/router and wireless platforms – Switches (3600/3700/4500/6500) Routers (2900/3900/ASR) Wireless (5500 Wireless Controllers), Nexus switches

-Advanced written & spoken English

-ITIL v3 certification a plus

Experience with one or more of the following technologies is an asset: Palo Alto Firewall, Riverbed technologies, BlueCoat proxy and WanOpt, Big IP load balancers, Cisco ASA Firewalls, Cisco ACS servers, Cisco DMVPN, Cisco Prime, Aruba Technologies, Cisco Wireless, NetScaler technologies.

**Education and Qualifications:**

University degree or equivalent experience

**Additional Information:**

Location: Bratislava (any of the 3 offices) or Kosice

Working hours: EMEA core hours.

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