EY Network Incident Specialist in Kochi, India
Network Incident Specialist
Core Business Services
Requisition # GSS004FP
Post Date Jul 11, 2018
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.
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.
Bachelor's degree in Computer Science or a related discipline
5 years’ experience in the field.
Experience in a large complex Network infrastructure
Master's Degree in Computer Science or a related discipline
Good technical background with understanding of large complex infrastructure
Experience working with IT requirements of a global firm
- Experience of ITIL Major Incident Management and coordination in a large organization
- CCNA on Network infrastructure
- CCNP or MCP, MCSA, MCSE is a plus
- Kepner Tragoe High Severity Incident Management