Job Summary
Full Ownership of P1 & P2 incidents, making sure resources and expertise are required to resolve the issue as quickly as possible Collaborate with engineers to resolve all Priority 1 & 2 incidents Manage outages driving, coordinating and escalating major incidents Notify and update stakeholders including internal management and customers of incident progress and executive summaries Collaborate with the business and vendors to get the incidents resolved within SLA Refine and improve operational metrics and processes to improve customer Strong Prioritization skills Reinforce process and identify knowledge gaps within the organization Assist operations manager in daily management tasks and reporting Report and manage role-based reporting to the customer Mentoring / training team members Improves and maintains customer and employee satisfaction Work as part of a Follow the Sun support global support model Technology Knowledge: ITIL v4 Service Now Networking Technologies Switching and Routing Wireless Security Data Center Load balancing Service provider level networks Qualifications: 5 to 10 years’ experience working within a reactive incident resolution focused organization (NOC or Technical Support environment) At least 3 years spent within a leadership role Past experience working as a Networking Engineer (3+ years) Experience in working as part of a global support (follow the sun) model Cisco CCNP and other industry standard networking certifications ITIL v4 Soft Skills: Must have a strong presence and be the active voice on the bridge with the ability to drive highly complex real time incident calls in front of the customer and other parties to resolution Excellent verbal and written communication skills (English) Strong organizational skills Ability to handle high pressure situations Drive HCL’s value and its methodology Certifications: CCNA ITIL
Key Responsibilities
Full Ownership of P1 & P2 incidents, making sure resources and expertise are required to resolve the issue as quickly as possible Collaborate with engineers to resolve all Priority 1 & 2 incidents Manage outages driving, coordinating and escalating major incidents Notify and update stakeholders including internal management and customers of incident progress and executive summaries Collaborate with the business and vendors to get the incidents resolved within SLA Refine and improve operational metrics and processes to improve customer Strong Prioritization skills Reinforce process and identify knowledge gaps within the organization Assist operations manager in daily management tasks and reporting Report and manage role-based reporting to the customer Mentoring / training team members Improves and maintains customer and employee satisfaction Work as part of a Follow the Sun support global support model Technology Knowledge: ITIL v4 Service Now Networking Technologies Switching and Routing Wireless Security Data Center Load balancing Service provider level networks Qualifications: 5 to 10 years’ experience working within a reactive incident resolution focused organization (NOC or Technical Support environment) At least 3 years spent within a leadership role Past experience working as a Networking Engineer (3+ years) Experience in working as part of a global support (follow the sun) model Cisco CCNP and other industry standard networking certifications ITIL v4 Soft Skills: Must have a strong presence and be the active voice on the bridge with the ability to drive highly complex real time incident calls in front of the customer and other parties to resolution Excellent verbal and written communication skills (English) Strong organizational skills Ability to handle high pressure situations Drive HCL’s value and its methodology Certifications: CCNA ITIL
Skill Requirements
Full Ownership of P1 & P2 incidents, making sure resources and expertise are required to resolve the issue as quickly as possible Collaborate with engineers to resolve all Priority 1 & 2 incidents Manage outages driving, coordinating and escalating major incidents Notify and update stakeholders including internal management and customers of incident progress and executive summaries Collaborate with the business and vendors to get the incidents resolved within SLA Refine and improve operational metrics and processes to improve customer Strong Prioritization skills Reinforce process and identify knowledge gaps within the organization Assist operations manager in daily management tasks and reporting Report and manage role-based reporting to the customer Mentoring / training team members Improves and maintains customer and employee satisfaction Work as part of a Follow the Sun support global support model Technology Knowledge: ITIL v4 Service Now Networking Technologies Switching and Routing Wireless Security Data Center Load balancing Service provider level networks Qualifications: 5 to 10 years’ experience working within a reactive incident resolution focused organization (NOC or Technical Support environment) At least 3 years spent within a leadership role Past experience working as a Networking Engineer (3+ years) Experience in working as part of a global support (follow the sun) model Cisco CCNP and other industry standard networking certifications ITIL v4 Soft Skills: Must have a strong presence and be the active voice on the bridge with the ability to drive highly complex real time incident calls in front of the customer and other parties to resolution Excellent verbal and written communication skills (English) Strong organizational skills Ability to handle high pressure situations Drive HCL’s value and its methodology Certifications: CCNA ITIL
Other Requirements
Full Ownership of P1 & P2 incidents, making sure resources and expertise are required to resolve the issue as quickly as possible Collaborate with engineers to resolve all Priority 1 & 2 incidents Manage outages driving, coordinating and escalating major incidents Notify and update stakeholders including internal management and customers of incident progress and executive summaries Collaborate with the business and vendors to get the incidents resolved within SLA Refine and improve operational metrics and processes to improve customer Strong Prioritization skills Reinforce process and identify knowledge gaps within the organization Assist operations manager in daily management tasks and reporting Report and manage role-based reporting to the customer Mentoring / training team members Improves and maintains customer and employee satisfaction Work as part of a Follow the Sun support global support model Technology Knowledge: ITIL v4 Service Now Networking Technologies Switching and Routing Wireless Security Data Center Load balancing Service provider level networks Qualifications: 5 to 10 years’ experience working within a reactive incident resolution focused organization (NOC or Technical Support environment) At least 3 years spent within a leadership role Past experience working as a Networking Engineer (3+ years) Experience in working as part of a global support (follow the sun) model Cisco CCNP and other industry standard networking certifications ITIL v4 Soft Skills: Must have a strong presence and be the active voice on the bridge with the ability to drive highly complex real time incident calls in front of the customer and other parties to resolution Excellent verbal and written communication skills (English) Strong organizational skills Ability to handle high pressure situations Drive HCL’s value and its methodology Certifications: CCNA ITIL