Incident Manager

Connect44 was founded in the heart of Switzerland. Our goal was to support Telecom Operators and Equipment Manufacturers to design, manage and Optimise Mobile Networks. Starting with some of the first 2G voice networks, we began to grow our team of professionals to equip ourselves for new projects with new technologies and new ways of working. Investing substantial amounts of our budget on training, we started to move into 3G then 4G. Soon came the changes to IP networks, VOIP and preparing networks for large amounts of data by modernisation of old analogue networks to the digital standards. Over the past years Connect44 has steadily developed key longterm partnerships with its clients in many European countries with offices in Switzerland, UK, Germany, France, Romania and Chile.

BA/BSc Degree in Engineering or Computer Science.
At least 5 years' experience in Operations Management environment, at least 2 within Incident Management.
Experience of service management tools.
Use of BMC Remedy would be an advantage.
ITIL / eTom knowledge would be an advantage.
Fluent English and Spanish, spoken and written.

Supervision and coordination of teams during major incidents, with a greater impact to the customers.
Planning, prioritization and resource allocation to ensure the achievement of defined KPIs during any major incident.
Supervision and coordination of technical teams throughout both technical/managerial conference bridges for a faster resolution during major incidents.
Assure fast service/system restoration during major incidents by relevant stakeholder involvement.
Perform incident management process risk assessment and provide recommendations so that discovered risks are to be avoided.
Escalate major incidents to senior management as appropriate, inclusive of options & recommendations.
Develop and centralize all post-incident reports.
Develop and maintain an Incident Repository with Major Incidents.
Produce & present regular reports to Internal & Customer management.
Technical liaison with 3rd party Management Layer to manage Incident Management processes.
Emergency Reinstatement Management.
Maintain open communications with the 3rd party management layer relating parts of the business.
Maintain regular contact with the NOC and NOC Manager, feeding and receiving feedback that will enhance our ability to deliver and add value.
Responsibility for managing all faults to resolution adhering to the Major incident management process ensuring that all incidents are progressing in accordance with agreed Service Levels.
Jeopardy Management and customer escalation point for real-time operational issues.
Analyze, consolidate and aggregate data from various sources to form an end-to-end view of incident management.
Take over minor incidents if they have the potential of affecting a larger number of customers, or the potential of becoming a Major incident.
Proactive management of support groups, vendors and third parties to complete major incident processes in a timely manner, achieving/exceeding business required service quality standards.
Drive continuous improvements to the quality and efficiency of delivery.
Working standard business hours, but expected to join an on-call rota to support out-of-hours incidents.