EY Network Incident Specialist in Kochi, India

Network Incident Specialist

Core Business Services

Requisition # GSS004FP

Post Date Jul 11, 2018

Job Summary:

  • The primary responsibility of the role is to ensure that the Incident Management team has the necessary information to respond

  • to (resolve and/or escalate) Incidents efficiently within the environment that have been identified as affecting Network

  • Technology services (i.e., Cisco routers/switches, Load Balancers, DNS, TCP/IP, network optimization devices,

  • Telephony/Voice and Video, MS Lync, Internet Firewalls, Internet Proxies, …).

This will include performing the following activities:

  • Maintaining relationship with L3 support teams. Liaison between Technical Oversight and external escalation teams.

  • Being the Network Incident Specialist for BAU and shift left activities to Event Monitoring

  • Monitoring BAU incidents to ensure KPI’s and OLA’s are met.

  • Co-working on P1Sx Incidents with the Network Technical track team members.

  • Enable standardization of processes and working practices as they relate to the Network Technical track.

  • Drive consistency in service delivery by supporting one unified operate model.

  • Help drive automation activities to ensure the Network Incident track team is identifying activities which can be automated

  • to operate as efficiently as possible.

Essential Functions of the Job:

  • Team Management / Service Delivery

  • Maintaining awareness of all Network Incidents.

  • Acting as escalation point for any technical issues within Network incidents for the Event Monitoring team.

  • Quality Management

  • Ensure feedback from quality reviews and reporting are addressed in a timely fashion and remediation efforts for all

  • incidents are continual.

  • Identify improvement opportunities within incident resolution.

  • Identification of appropriate recovery actions, agreeing timelines and holding teams accountable for meeting agreed

  • targets escalating when appropriate.

Process Alignment/Technical Leadership

  • Ensure team adherence to established processes.

  • Implement process improvement plans including training, shift left and identification of Network automation candidates to

  • Network Specialists team.

  • Seek out solutions to technical questions and service support inconsistencies.

  • Provide technical triage and resolution steps for new applications/services from escalation support teams.

  • Provide technical assistance to the Network Technical track team within P1Sx Incident Management.

  • Helping in identification of appropriate recovery actions and required technical resources.

  • Review Ops Manuals and PSPs and provide input into projects to ensure ISM receives the correct level of technical

  • information (knowledge and access) required to support new apps/services.

  • Drive automation of redundant incident resolution activities.

Coaching & Development

  • Promote operational excellence by challenging current practices, carrying out research and contributing new data and

  • insights into team’s best practices.

  • Coach and develop more junior members of the Network Incident track team by:

  • Reviewing others’ work for compliance with team quality standards and provide suggestions for improvement.

  • Providing constructive feedback tailored to each person’s style and environment.

  • Adopting appropriate coaching techniques to meet the various needs of team members.

  • Recommending development activities tailored to each team member’s needs and learning style.

Analytical/Decision Making Responsibilities:

  • It is expected that the Network Incident Specialist will take a systematic approach, considering all relevant data and be able make

  • informed decisions regarding all aspects of Network Incident track functions. The Network Incident Specialist will be responsible

  • for assisting the Incident Management Lead in defining the Network Incident track strategy along with other team track specialists,

  • the Technical Oversight Lead and Infrastructure Support lead.

Knowledge and Skills Requirements:

  • Versed in all aspects of P1Sx Incident Management processes.

  • Ability to work well in high pressure environment whilst maintaining focus and sense of urgency.

  • Ability to coordinate various levels IT Services personnel across multiple locations and cultural backgrounds

  • Ability to multitask time critical tasks whilst maintaining highest levels of quality

  • Demonstrate influencing skills that address the varied interests and individual style of others, recognizing people have

  • different sources of motivation.

  • Ability to develop working relationships across all levels within IT services

  • Familiarization of current IT infrastructure and application technology.

  • Understanding of ITIL Service Management principles particularly Incident, Problem and Change Management.

  • Strong listening, written and verbal communication skills.

  • Good analytical and organizational skills.

Job Requirements:

Education:

Mandatory:

  • Bachelor's degree in Computer Science or a related discipline

  • 5 years’ experience in the field.

Desirable:

  • Experience in a large complex Network infrastructure

  • Master's Degree in Computer Science or a related discipline

Experience:

Mandatory:

  • Good technical background with understanding of large complex infrastructure

  • Experience working with IT requirements of a global firm

Desirable

  • Experience of ITIL Major Incident Management and coordination in a large organization

Certification Requirements:

Mandatory:

  • CCNA on Network infrastructure

Desirable:

  • CCNP or MCP, MCSA, MCSE is a plus

ITIL foundations

  • Kepner Tragoe High Severity Incident Management