Project Armani Incident Manager Professional

Job description

Alcatel-Lucent Managed Services assists customers through its solutions that are specially designed to support operators with seamlessly managing the changing telecom industry. Our focus is on service management and customer experience management. It is an exciting time to join a world leader in innovative technology and networks. This is an opportunity in which you can grow your knowledge and understanding of various network technologies including mobile and fixed network elements from different vendors. It will give you the end to end overview of the network and enable you to make a meaningful impact to our success. This is an exciting project to be a part of in which you will work within a globally dispersed multicultural team in which your contributions will be valued. We have well structured processes and tools and are committed to seamless delivering and enhanced network performance.

Global Generic JD’s 


Ensures end-to-end compliance of a given service or applications with contracted or committed Service Levels (SLA). Monitors and deliver customer reports on service or application performance. Identifies and addresses problems linked to service or application performance. Proactively identify impact of Changes on service or application performance.



MS JD’s Appendix 



• The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting.

•Represents the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.

•Acts as the outage manager for major incidents, driving service restoration (through workaround where possible) and providing communication.

•Monitors SLA performance for all incidents.

•Manage the incident tickets after proper incident validation. Ensure incident tickets are updated on regular basis.

•Ensures escalations take place for incidents as appropriate.

•Ensures Change & Problem Management process is triggered for all appropriate incidents.

•Prepares reports and present progress to the customer/business partner on regular basis.

•Provides Major Incident Report to business partners for all major incidents; in line with project requirements.

•Tracks and reports on Incidents that are caused by the Change Management process.

Qualifications 

Key Performance Indicators (KPIs) 

1 – Performance of the team

2 – Contractual SLAs and KPIs

3 – Resource availability and attrition rate

4 – Demand planning, Training needs and Knowledge Management

5- Commercial reach the given Target

Leadership Competencies 

Leads Courageously

Breaks boundaries & barriers

Leads with authenticity

Projects a winning mindset

Makes it happen

Mobilizes Teams and grows potential

Shapes a compelling future

Functional Competencies 

- Communication

o Communicates and presents concepts clearly, precisely, and concisely, ability to present o C-Level and Senior Management

o Strong presentation skills to represent GSD within Business Reviews and Management Escalations

- Develop and manage multiple stakeholder relationships internally and within customers and third party organisations

- Change Management (Implements or supports various change management activities (e.g., communications, education, team development, coaching))

- Customer Support

- Managing execution ( Monitors and tracks progress and performance using relevant tools)

- Developing self & others

o Able to work in a multicultural environment, across different countries and organizations

o Identifies needed skills and knowledge in team and determines appropriate learning solutions that will result in performance improvement

Financial Knowledge 

- Building & managing budgets

- Understanding and managing P&L

- Understanding and managing cash flow

- Understanding & managing cost

- Understanding operational and financial ratios

- Return on investment and NPV (Net Present Values)

- Effective usage of financial data for making business decisions

- Business modeling

Business Knowledge: 

- Understanding your customer’s business

- Needs-based selling

- Building rapport to gain trust

- Managing customer relationships

- Navigating complex buyer roles

- Influencing buying criteria

- Accelerating the buying process

- Strategic account planning

- Implementation of the Opportunity Lifecycle Process (OLP), Release 4.1 (related to presales) Understand the Phases, Decision Gates, Key Activities, and Deliverables of the Opportunity Lifecycle Process (OLP) version 4.1

- Recognize the OLP Roles & Responsibilities

- Understand your role in the process

- Understand differences between OPL4.0 and OLP 4.1. Process change


Technical Knowledge and Skills 


- Knowledge in telecom technical domains (engineering)

- Experience in Incident Management & coordination

- Experience in network operations, technical support and/or maintenance

- Experience in Quality management

- Knowledge of E2E Service Assurance Operating Model

- Knowledge Statistical Process Control

- Lean 6 Sigma certification (green belt)

- Knowledge of ITIL/eTOM


Processes & Tools 

- Knowledge of GSD processes (e.g.: incident restoration, network change management, etc.)

- Knowledge of GSD tools: G.ITSM, REMEDY, NetCool, BMC, Nerve Center and other platform tools