- ITIL Foundation certified with expertise in Cisco Unified Communications and incident management
- Plan and coordinate incident management operations, monitor SLAs, conduct skill gap analysis, drive continuous service improvement, and collaborate with Tier 2/3 engineers and CX teams
Role & responsibilities Role: SME - Cisco Unified Communications
SHORTDESCRIPTION section. 1 of 6.
Section Title: Job Summary
Job Summary
Identify the trainings required for both technical and process domains for the team and consider roll out suitable corrective measures.
- Responsible for planning and coordinating all the activities required to monitor, perform and report all day2 operations under the purview of incident management.
- IM is responsible to identify process deviations and applying suitable corrective measures.
- IM is responsible to manage communications during major incidents to customer and internal stakeholders.
- IM is responsible to assess the workload in the NOC and plan resources accordingly with due consultation along with operations management.
- IM is responsible to monitor the adherence to incident management service level agreement and apply suitable corrective measures as required.
- IM should plan, schedule and drive adherence to incident reviews by Tier 2 / Tier 3 engineers.
- IM should establish continuous service improvement cycles where the process, performance, activities, policies,
procedures, supporting technology, roles and responsibilities are reviewed, and suitable corrective measures are applied as applicable.
- IM should conduct regular individual and team sync up with the team members to identify the area of improvements (Process & technical) and accordingly apply suitable corrective measures.
- IM should conduct different activities for team building measures.
- IM should proactively work with Tier 2 / Tier 3 to plan applicable activities ensuring stability of the production set up.
- IM should collaborate with Tier 3 to perform skill gap analysis once in every six months and accordingly rollout suitable corrective measures.
- IM should work with Tier 3 to roll out mentoring programs for engineers to improve on their technical and process skills.
- IM should work with Tier 2 / Tier 3 engineers to help team in adopting automation in operations improving quality, MTTR and efficiency.
- IM should proactively work to bring in operational excellence by continuously helping team members on leveraging different CMS tools for effective incident handling and by coordinating with customers and internal stakeholders.
- IM should collaborate with different CX teams to bring in service excellence by leveraging the expertise of CX.
CMS Incident Manager 24x7 rotational shifts. ITIL Foundation Certified