Responsibilities

• Accountable and responsible to own and manage all outcomes of Problem Management practices of Global Delivery Telco and ICT verticals.
• Having very good understanding of core telco technology areas like MPLS VPNs, Internet, SD-WAN, NFV, Cyber Security, and operation management
• Provide innovative thought leadership to problem management team to ensure high availability and stable services.
• Responsible for adaptation of top tier Telco best practices in Problem Management processes including pro-active detection, automation, and continual service improvement.
• Manage a wide variety of internal and external stakeholders and rally them together to deliver stable work arounds and SIPs (Service Improvement Plans)
• Enable the team with training and skill set building in current and future technology areas, statistical and analytical and soft skills.
• Attract, retain, and grow talent through mentorship and supervision
• Achieve increased efficiencies, year-on-year increased productivity and maintain optimized resources.
• Achieve conflict resolution and clearing of potential roadblocks
• Lead audits and critical problem investigations as required by the organization in various areas

Requirements

• Technical Certification (IT-related). OEM certification – eg CCxx/CCDP
• Other adjacency (virtualization, cyber etc)
• Some ICT and telco convergence handling (preferred)
• Awareness of the current technology;
• In-depth knowledge of network technologies and products;
• Awareness of technology changes;
• Ability to multi task and involve in multiple outages over-sight
• Ability to work in a team;
• Ability to use Microsoft suite of products include Visio, network tools and similar products;
• Good literacy, numeracy, verbal and communication skills, required to present to Customer’s end customer;