Incident Manager
Telstra
- Kuala Lumpur
- Permanent
- Full-time
- Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products, and services supplied and operated by Telstra.
- Accountable for end-to-end ownership of Highly Impacting Customer issue.
- Deliver technical support/solution in relation to a range of complex products and services, network, and infrastructure elements during incident triage.
- Work within a defined set of relevant product / network procedures, standards, and practices.
- Deliver outcomes by implementing a course of action identified from a general range of solutions.
- Assist in providing technical support in the investigation and rectification of complex incidents.
- Work with relevant teams during Major outages for restoration and provide updates to customers appropriately.
- Obtained a CCNP certification
- Technical troubleshooting experience
- Good customer service skills
- Problem solving skills
- Stakeholder management skills
- Hands on experience managing Incidents and technical issues on phone with customers
- Local Loop and supplier engagement and escalation experience
- Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP
- Knowledge on layer 3 protocols such as TCP/IP, BGP, OSPF are preferred
- At least 3 years’ working exposures in a high value customer facing role