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Senior Consultant - Telecom Network Incident Management

Bengaluru, KA
Job Code:
  • IT
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Job Details

Validating classification of an incident as an Incident against the prescribed criteria for severities. Determine the scope of the Major Incident and assess the true impactCarry out all necessary notifications, executive alerting and escalation activities through service recovery of a Major Incident according Initiating and moderate the Major Incident bridge meetings and communications for effective and prompt collaboration towards incident resolutionAssembling a major incident team consisting of the necessary technical SMEs, domain experts, management and key stakeholders to develop, execute, monitor and track an integrated resolution plan through service recovery of the Major IncidentFacilitate and lead information exchange between various resolver teams involved in Service RestorationEnsuring that the progress of the Major Incident recovery and all relevant items are documented in the associated Incident ticketSeek workaround or permanent fix options from the technical leadershipMaking service restoration / recovery decisions , engaging the relevant stakeholders as requiredSetup and manage any checkpoint calls that may be necessary for prolonged outages and invoke the DR plans if necessaryUpon resolution ensure that the customer/user/ application owner is contacted to confirm that the service has been restored to satisfaction and agree on incident ticket closure or downgradeChairing the post incident review meetings to analyze missed opportunities, lessons learnt and discuss preliminary root cause and inputs to the root cause identification by providing the chronology of events and analysisUnderstand the Oracle Telecom stack infrastructure and application components, telecom business processes and data flows between each component to enable swift identification and isolation of the Incident. Initiate and build upon the Major Incident Handbook to document recovery approaches for all possible scenarios and contribute to knowledge managementMaintain and update the escalation contact matrix, customer contacts, notification distribution lists and notification tools used Personal CharacteristicsCrisis and Situation management abilities Show commitment and resolve towards service restorationThink calm and logically while coordinating and executing the resolution planExcellent comprehension, verbal and written communication skillsAbility to multitask where requiredAble to learn quickly & takes ownership of tasks and follows them through to the endExhibit leadership and control to instill confidence in the customer and Oracle technical teams towards incident resolutionFlexible & Self-motivated with a positive can do mindset and leading by exampleProactive and can think logically to protect/improve serviceGood team worker & ability to collaborate with stakeholders and other support teams in achieving the business objectivesAble to investigate escalations, gather supporting data and address the concern Job Requirements Bachelor s Degree in Engineering / Computer Sciences or Business or equivalent.ITIL foundation / Practitioner Certification is preferred with sound understanding of the ITIL framework, processes and interfacesHands-on Change & Release management experience is a must, preferably on oracle communication stack / productsUnderstanding of overall architecture of Oracle Telecom Network Infrastructure Has 6-9 years relevant work experienceAbility to travel as necessaryDetailed Description and Job Requirements Intermediate consulting position operating independently with some assistance and guidance to provide quality work products to a project team or customer that comply with Oracle methodologies and practices. Performs standard duties and tasks with some variation to implement Oracle products and technology to meet customer specifications.Standard assignments are accomplished without assistance by exercising independent judgment, within defined policies and processes, to deliver functional and technical solutions on moderately complex customer engagements.2-5 years of overall experience in relevant functional or technical roles. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Ability to communicate effectively and build rapport with team members and clients. Ability to travel as needed.
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 2-5


Application Programming | Network Administration | Software Engineer
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