Incident Manager

**Votre rôle**:
RESPONSIBILITIES

¿ Be part of D-NSOC team.
- Ensure SLA of Incidents are respected.
- Deliver all Moves, Adds & Changes on customer network connections, performing technical feasibility study and end-to-end change management by coordinating with internal specialist teams.
- Implement and coordinate the simple and standard changes & get the complex changes activated in agreed time as per SLA with Customer in a bilingual multi domain (WAN/LAN/VeloCloud/SDWAN/SDLAN/Connectivity etc).
- Ensure that we always have a healthy backlog.
Overall description:
Key Tasks and Responsibilities:
¿ Assess requests for change that originate from incident management, problem management, release management, or continuity management.

¿ Will be the customer's privileged contact on critical incidents and/or concerning the most sensitive sites.

¿ Has in-depth knowledge of the client's solution and must be aware of any changes to it. He has knowledge of the criticality of the sites and the architecture (and benefits from privileged contacts with the Experts). That information should be made available to NSOC team and updated where necessary.

¿ Follow-up of major incidents or concerning a sensitive site. If necessary, he/she relies on technical lead for the resolution of the incidents concerned. It escalates in case of overrun or risk of overrun of SLA.
- takes care of Customer escalations throughout the scope of the "incident manager" service.
- Validate and classify the change request according to its complexity defined in the Change catalogue.

¿ Register changes as needed to handle requests for change or receives change requests from other change initiators.

¿ Determine the risk and impact for requested changes.

¿ Prepare implementation plans by creating tasks.

¿ Coordinate and if required Implement simple and standard change requests on the multidomain.

¿ For complex changes liaise with correct entity / provider to get the change implemented in agreed time as per SLA with Customer.

¿ proactively identifies "long" incident tickets requiring enhanced follow-up and ensure backlog remains at a healthy level.

¿ provides a monthly report (imposed and using an agreed standard format) on the incidents of the month, including the critical incidents. This document can be shared with the SDM or SDD if needed.
- Monitor the progress of changes.

¿ Monitor and report quality of first time right, on-time change implementation.

¿ Ensure and monitor delivery of change implementation within agreed lead times.

¿ Perform the pre-checks before the change window time.

¿ Guide the field Engineer for all scheduled change activities.

¿ Perform the post-implementation review.

¿ Send success report to all involved entities after the completing the change.

¿ Once the change process is completed, the entire process should be documented in a database (CMDB) that all stakeholders can access.

¿ Manage Project and bulk change requests using standard process and procedures.

¿ Assess, prioritize, respond, and report on time for expedite requests.

¿ On Call Duty

CONTINUOUS IMPROVEMENT:
¿ Perform ticket audit to ensure aspect such proper implementation of Process/procedure.
- Perform Technical Audit to ensure proper incident orientation and technical analysis.
- Update competency matrix of team and ensure refresh/upskilling program are set for team.
- Contribute to the continuous learning of the team by taking initiatives to drive trainings.

RESKILLING/UPSKILLING
- Organize workshop on topics such as:
¿ Technical training with the help of the Technical Lead on technologies used by the customers.
- Team debriefs on ongoing escalation(s) or other tickets that might require special attention.
- Setting up labs and innovative training methods to develop team members.

¿ Contribute to the continuous learning of the team by taking initiatives to drive trainings.

¿ Act as coach to newcomers.

¿ Participate actively in knowledge sharing.

¿ Maintain the change management process and ensure it is readily available.

¿ Contribute actively to the expert community.

**Votre profil**:
Bilingual - English & French written and spoken
IT Proficient:

- Good Knowledge on TCP/OSI model and protocols.
- Knows the functioning of network components (Routers, Layer 2 and layer 3 switches, Access Points, Next Generation Firewalls, Endpoints, Servers etc)
- Knows IPv4 addressing and subnetting.
- Knowledge on IPv6 address types.
- Knows how to interpret components of a routing table.
- Understands switching techniques and L2 protocols.
- Understands NAT, NTP, DNS, DHCP, SNMP CONCEPTS.
- CCNA desirable.
- CCNP optional.
- Good knowledge on Operating Systems - Windows and Linux
- Good knowledge on security and network technologies (Checkpoint, Fortigate, Palo Alto, Aruba, Cisco, VeloCloud, AWS), proxy, reverse proxy, Antivirus, Load balancers, VPN etc.
- Conversant with MS Office Software Suite: Word, Excel, Outlook etc.