Who You Are
You’re a whiz at crisis management, from leading investigations across technical operations; from developer through to satellite network portals. You are sparked by fast pace and thrive under pressure, responding to any problem with speed, calmness, and authority. You can quickly assess the severity of outages to ensure there is minimal impact on operations and possess superb communication skills with the ability to work across organizational boundaries. Finally, you have a passion for driving a knowledge culture, ensuring that lessons learnt are documented and knowledge is dispersed throughout the team.
What You’ll Do
* Manage all assigned Major Incidents (MI) to resolution within SLA targets during day and night time
* Develop a comprehensive understanding of end-to-end (E2E) services, including how the main components of satellite platforms operate, as well as identifying the teams responsible for each segment.
* Build a solid knowledge of the company technical teams organization and build solid interfaces with engineers, managers and directors of technical department, to easy interact and quick engage the right resources when needed
* Quickly conduct service impact assessment of the MI, setting the priority and deciding on the incident will be managed
* Coordinate and summarize the technical analysis and decisions during war rooms to support the path for the resolution
* Accountable for the notification, escalation and communication to customer operations and senior management the existence and status of outages and service at risks
* Contribute to the Post Incident Review (PIR) process: reviewing major incidents, documenting RCA’s and lessons learned in a timely manner; and ensuring actions are identified
* Support, maintain and keep up to date, the Major incident management process, related procedures and the main documentation such as the Scenario Based Priority Matrix and technical/hierarchical escalation list
* Support the Problem Management process and team with post Incident activities and proactivity in proposing process improvements based on feedbacks gathered from major stakeholders and team members
What It Takes
* Experience of implementing and owning Major Incident Management frameworks in a telecommunication service provider.
* Ability to manage the service operations command room during crisis situations, both day and night, including handling multiple incidents within a short timeframe.
* Ability to work under pressure and during long lasting outages
* Stakeholder management skills and ability to support quickly decision making
* Advanced communication skills in fluent English language, exceptional interpersonal, negotiating and presentation skills with the ability to tailor communication of technical issues to various audiences
* Ability to influence and communicate effectively with other stakeholders
* Ability and aptitude to pick up new technologies or procedures
What We’d Love
* Usage of ITSM tools such as ServiceNow
* Knowledge of ITIL processes such as Incident, Problem and Change management
* Understanding of GEO and LEO telecommunications satellite technologies
Where You’ll Be
* London, UK
* This role includes an on-call rotation shared with two other team members, requiring one week of on-call duty every three weeks.
* Hybridworking: up to three days per week, subject to manager approval.
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