Incident Manager

Huawei (G)TAC Romania focuses its goals on satisfying customer needs, reducing costs and ensuring smooth business operation. Our teams offer 24/7 multi-channel access, multi-language support in 6 different languages (English, French, Spanish, Italian, Polish, German) and IT platforms used by our engineers to solve our customers’ problems.

In Romania we have 3 offices located in Bucharest and Timisoara, where we have over 200 employees.

Desired Profile:
Essential
- Good understanding of telecommunications / network / information technology solutions & products
- Customer service experience
- Project Management / coordination skills
- Minimum 1-2 years of Core Incident Management experience
- Excellent written and verbal communication skills(English)
- Keen listening and high grasping skills
- Excellent Inter & Intra Personal skills
- Personal motivator
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Desired
- ITIL based framework experience/certification
- Experience in handling International Clients

Behavioral/ Personality Specifications required:
- Excellent Communication skills (Written & Verbal)
- Adaptability & Flexibility to any environment
- Great Customer Service skills
- Keen Listening & Learning skills
- Good Inter & Intra personal skills
- Self - Driven & Goal Oriented
- Show Can — do — Attitude
- Driving & Co-ordination skills.

An Incident Manager has responsibility for:
- Driving the efficiency and effectiveness of the incident management process
- Producing management information, including KPIs and reports
- Monitoring the effectiveness of incident management and making recommendations for improvement
- Developing and maintaining the incident management system
- Driving, developing, managing and maintaining the major incident process and associated procedures
- Reviewing and auditing the process
- Ensuring that all IT teams follow the incident management process for every incident

Role purpose:
As an Incident Manager
To coordinate and drive Customer Network Incidents and IT infrastructure incidents based on ITIL Incident Management framework in order to restore normal service operation as quickly as possible minimizing the impact/disruption to businesses.
To prepare an Incident report and drive improvement actions across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice.