Sunday, January 16, 2011

Current Vacancy of Incident Manager-RES00000129 in Nokia India

India Employment Portal / India Jobs / India Vacancies / India Employment / Current Vacancy in India / nokia India Jobs / nokia India Employment / nokia India Vacancies
Job Description

Incident Manager-RES00000129
Job Research & Development
Primary Location IN-Bangalore
Organization Mobile Solutions
Schedule Full-time

Job Level Manager
Education Level Bachelor's Degree (±16 years)
Job Type Experienced
Employee Status Regular
Travel Yes, 10% of the time
Unposting Date 05/Feb/11
Contact Name - External Linda Ravindran
Contact Email - External


Principal Incident Management Reponsibilities

• Overall responsibility for coordination of technical resources through the diagnosis and resolution of service incidents, including but not restricted to the management of the communications during and at the resolution of the incident.

Incident Management responsibilities include:

• Assessing the business impact of the incident and assigning & updating priority where appropriate
• Co-ordinating the management of incident resolution including but not restricted to:
• Establishment of an incident management conference call, chat session and any other communications channels required
• Orchestration of the conference call, ensuring accurate tracking of incident conditions, active participant teams and individuals, as well as completed and planned diagnositic and corrective actions
• Responsible for the initial decision to initiate an Incident Command and the assembly of subject matter experts required for incident resolution.
• Execution of Escalation Management procedures per the standard operating procedures
• Engagement with subject matter experts from key technical teams including Network, Middleware, Data Center, and Application Operations, as well as Service Line Directors, R&D and Security as required
• Escalation and communication to Service Platforms & Executive management based on business impact and duration, or where required technical resources cannot be located

Incident Management Communications responsibilities include:

• Ensuring quality and timely communications of Incident Status per the standard operating procedures including but not restricted to:
• Initial Incident Notification
• Regular Incident Upates
• Incident Resolution
• Major Incident Report
• Contribution to the completion of Root Cause Analysis (RCA) and any identified Corrective Actions (RCCA)
• Contribution to the completion of management reporting, ensuring accurate commentary associated with P1 and P2 incidents for the period

Quality and Process Development responsibilities include:

• Be the vocal advocate and expert representative for incident management in envisioning and planning sessions as appropriate
• Drive the identification and raise awareness of gaps in system monitoring and operational run books observed during the execution of incident management
• Carry out daily & weekly audits/spots checks and send report to the team
• Provide coaching and guidance to Tier I & II team members on troubleshooting, communication, and documentation relative to incident management operations
• Attend Incident management group meetings, assertively chairing and managing the meeting such that maximum benefits are obtained
• Ensure the use of pre-defined templates, tracking tools and best practice guidelines


Critical Skills

• A minimum of 2 years experience in the Incident Management discipline, preferably with associated ITIL or similar certification
• Strong IT Operations knowledge of at least eight plus years
• Strong understanding of Incident Management and Problem management lifecycle.
• Demonstrated leadership and confidence in the coordination of highly distributed technical teams, in high complexity and urgent situations
• A solid foundation of knowledge in Server, Network, Storage, Database and Online Services technologies and standards
• Excellent Analytical & Logical Problem Solving skills
• Good knowledge of MS Office tools like Excel and PowerPoint is desirable
• Willing to work in a 24 * 7 environment or be available 24X7 on call.
• Excellent Verbal & Written Communication Skills with ability to clearly comprehend and articulate clearly with audiences of varying technical experience

For Further information and apply online :

No comments:

Post a Comment