Incident Manager
TaskUs, Inc
Taguig, PH
6d ago
source : jobs4it

TaguigImagine yourself going to work with one thing on your mind : that you will perform quality assurance auditing of tickets worked and calls taken by direct reports.

  • As you tackle your new tasks for the day, you know that it comes down to one thing : that you will also initiate, update, track and close trouble tickets;
  • manage high priority outages up to resolution, create and communicate scheduled maintenance alerts and service interruption notifications.

    As an NOC Incident Manager - Shift Lead, you will manage and maintain processes, staffing, and communication to support the NOC.

    You will also be responsible for the quality and integrity of the Incident Management process. You will be responsible for scheduling and assignment of technical staff to meet support needs.

    You will support the recruiting and selection process for the hiring of new staff. You will be responsible for the onboarding of new staff, including ensuring that all necessary training is made available.

    You will be responsible for setting team goals and objectives and ensure that individual objectives are established and reviewed using the performance management process to recognize excellence and to address areas of improvement.

    You will also provide detailed reports of outages and network availability. You will track and manage daily network performance reports and data to ensure , SLA, and NOC procedure adherence.

    You will also work with various internal departments to comply with company-wide initiatives. You will manage and report key performance indicators, including average speed to answer, abandon rate, service level metrics, and other KPIs.

    You will also be responsible for the coordination and reporting of Preventive Maintenance activities. You will handle difficult customer inquiries and complaints referred by technicians.

    You will hold monthly, semi-monthly, weekly meetings with staff, individually and as a group to review performance towards goals, customer news and needs, etc.

    You will participate in weekly, semi-monthly, and monthly customer care calls, as required. In conjunction with the NOC Implementations team, develop new processes and determine division of responsibilities among teams.

    You will need to stay abreast of rapidly developing new technologies that will require support from the NOC team. You also need to consistently exercise independent judgment and discretion in matters of significance.

    You need to be on-Call after hours for all issue guidance and escalations, Also, you must be able to work nights and weekends, variable schedule(s) as necessary.

    What else? Well, you will also be responsible for tracking and driving to resolution escalations to the Technical Counterparts.

    You will also answer calls and monitors various email accounts and acts according to operations procedures and processes.

    You will notify, dispatch, and escalate network faults and emergencies adhering to customer service agreements and operations procedures.

    You will also maintain a team focused attitude and work towards creating a healthy, respectful atmosphere. You will participate and / or be part of the NOC continuous improvement activities as defined.

    So, do you have what it takes to become a NOC Incident Manager - Shift Lead?Requirements : So, what is it we’re looking for?

    Well, since this is an Incident Manager role we need someone who already has the skills to even call themselves one. So definitely someone with experience in being one, so if you have at least 3 years experience in Incident Management / NOC / IT Supervisory role -

    then you’re qualified! Oh yeah, you also need a degree in Computer Science, Electronics Engineering or equivalent work experience in an IT related field.

    We also need someone who’s confident and goal oriented attitude with an ability to set and meet short and long-term objectives.

    Someone who has the ability to work in a fast paced environment with dynamic priority evolution, the ability to adapt to changing conditions and plans with well-

    reasoned decisions as well as minimal supervision. We need someone who has the ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes.

    Someone who can work under pressure to meet deadlines, ability to adapt to change. Someone who has the ability to work well independently and in a team environment.

    Someone who has excellent verbal and writing communication skills has an accurate and excellent attention to detail. You should also be amenable to working on shifting schedule.

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