Incident Management Specialist

Provide a professional first and second technical support for a large customer
*
Work on both WAN (SDN) / LAN solutions, as well as Cisco IPT solution
* Owns the chronic and the complex problems / incidents.
* Highlight all the single point of failures and potential issues that might affect the customer to the customers' account team.
* Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
* Provide updates as needed to the customer in order to meet performance objectives.
* Comply with all the special process and procedures agreed with the account teams and customers.
* Ensure cases are allocated to the most appropriate 'next step' as part of the case flow process
* Perform technical escalations in line with company procedure.
* Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
* Liaise and refer issues to correct/relevant entities when needed.
* Document all troubleshooting and case management actions via the electronic case management system.
* Undertake any other reasonable task as assigned.
* Ability to build relationships with peer and management levels both with clients and the company management
* Determination to process tasks according to predefined processes is essential.
* Drive chronic and complex cases in to quick and efficient resolution.
* Act as a case manager in order to always push for faster issue resolutions.
* Provide technical training to the team members when required.

about you

• Minimum ‎1 year hands on experience in operational networks


• Excellent network troubleshooting skills in the following :
  VPN Architecture: MPLS
  Network devices: Cisco (Routers, switches, WAAS, AP,WCS, and IP telephony )
  routing protocols (EIGRP, OSPF, EIGRP and BGP).
  Intensive Knowledge of QoS
  tunneling protocols; IPSEC
  DSL services
  IP Telephony
  Voice over IP knowledge
  Must Have CCNA Certification
  Nice to Have CCNP or CCIP
  Knowledge with Riverbeds & Cisco wireless Access Points


• Personal skills
  Quickly acquires and applies new knowledge when needed.
  Demonstrates cooperation and teamwork.
  Problem Ownership until resolution.
  Prioritization and balance in tense situations and work activity in multitask
  situations.
  Service oriented, customer focused, and have the ability to resolve complex
  problems through a calculated and methodical approach.
  Good interpersonal skills
  Good time management, organizational and communication skills.
  Ability to coach and mentor peers and subordinates.
  Ability to lead and provide direction in resolving business critical problems
  at the highest organizational level.
  Proactive, self-motivated and determined attitude
  Flexibility in terms of working hours.
  Fluent English is a MUST

additional information

Shifts work may be required

department

Customer Services & Operations

contract

Regular