Major Incident Manger is responsible for leading recovery efforts and managing end-end SLA for all IT major incidents. Leading, facilitating, and chairing recovery calls by engaging relevant support teams for investigations on all major incidents with impacts and or potential impacts foreseen for the business interruptions are restored with in SLA. Engaging all technology supports for the recovery efforts and managing all stake holders' communications effectively. Manage collaborative efforts with the different stream of technology support teams keeping business's reported outage recovery efforts as objective and meet the business's service level agreements Demonstrate effective leadership skills in Management of people, processes and resources from 3rd party vendors for resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs Accountable for quicker recovery efforts by identifying possible work around or permanent fix – whichever is quicker for restoration of the reported outage. Ensures timely communications to stake holders and up to date records for the post incident reviews facilitating root cause analysis and targeting preventive actions. Contributes to develop and maintain tools and resources for increasing efficiency and effective recovery efforts. Ability to build productive working relationships with others. Ability to work under pressure both within a team environment and as an individual. Ability to identify, clarify, and resolve issues and risks, escalating as needed. Strong oral and written communication and facilitation skills. Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements. Ensure adherence of existing and new processes and process changes for completeness Requirements Diploma / Degree in Computer Science / Engineering or equivalent. Minimum 1 to 2 years working experience in Telecommunications industry in the Operational and/or Service Delivery field. Experience in customer service environment. Have a passion for customer service and possess excellent customer handling skills. Possess commercial and business awareness. Possess interpersonal and communication skills in a multicultural environment. Good at planning and organization. Independent and capable of decision making and problem solving. Highly motivated and able to work independently under pressure. Good communication and written skills in English or Bilingual preferred. Good in report writing and presentation skill. CCNA and ITIL certification is an added advantage. Knowledge in Network Protocol and Networking / WAN technologies. e.g.: WAN technologies : SD-WAN, NFV, Internet, MPLS, Leased Line, VPN.
e.g.: Virtualization: VMWave, Clouds Computing.
e.g.: IT/Cyber Security: Firewall, IDS, IPS.
Experience in corporate telecommunications and networking are added advantage. Minimum travelling overseas for customer meeting is required. Your application will include the following questions: What's your expected monthly basic salary?
Infosys Technologies (China) Co. Ltd., popularly known as Infosys China, is a global business and technology consultancy and a subsidiary of Bangalore-based Infosys Technologies Ltd. (NASDAQ: INFY). Headquartered in Shanghai, Infosys China employs more than 3 thousands people across three campuses - two in Shanghai and one in Hangzhou. Working with us provides you access to our pool of exceptionally high quality engineering talent. Infosys China can also help you reduce operational risk by diversifying your operations away from just one country. China BPO center is located in Hangzhou; the vision is to become a one-stop shop supporting multiple languages and processes to complement our delivery centers in India. We plan to achieve this by:Providing the most extensive language support and operational flexibility for all global customersInvesting in and building comprehensive domain expertise in all vertical processes and local regulatory expertise (with emphasis on finance & accounting), order management, customer services and knowledge services, supporting the entire Asia-Pacific regionCreating one of the most competitive BPO platforms for our existing North America, Japanese, and other Asia Pacific (APAC) customers as well as leveraging China to become an alternate option and location for delivery of English-based processesWe provide the service of:Order Management ProcessesFinancial data extraction and analysisBusiness translationFinance and Accounting Processes (OTC, PTP, RTR)Selected procurement processesKnowledge servicesCustomer Services & Technical Support Services in multiple Asian languages (email and voice)Select HR operation processesFor more company details, please visit
Infosys Technologies (China) Co. Ltd., popularly known as Infosys China, is a global business and technology consultancy and a subsidiary of Bangalore-based Infosys Technologies Ltd. (NASDAQ: INFY). Headquartered in Shanghai, Infosys China employs more than 3 thousands people across three campuses - two in Shanghai and one in Hangzhou. Working with us provides you access to our pool of exceptionally high quality engineering talent. Infosys China can also help you reduce operational risk by diversifying your operations away from just one country. China BPO center is located in Hangzhou; the vision is to become a one-stop shop supporting multiple languages and processes to complement our delivery centers in India. We plan to achieve this by:Providing the most extensive language support and operational flexibility for all global customersInvesting in and building comprehensive domain expertise in all vertical processes and local regulatory expertise (with emphasis on finance & accounting), order management, customer services and knowledge services, supporting the entire Asia-Pacific regionCreating one of the most competitive BPO platforms for our existing North America, Japanese, and other Asia Pacific (APAC) customers as well as leveraging China to become an alternate option and location for delivery of English-based processesWe provide the service of:Order Management ProcessesFinancial data extraction and analysisBusiness translationFinance and Accounting Processes (OTC, PTP, RTR)Selected procurement processesKnowledge servicesCustomer Services & Technical Support Services in multiple Asian languages (email and voice)Select HR operation processesFor more company details, please visit
Don't provide your bank or credit card details when applying for jobs.
Researching careers? Find all the information and tips you need on career advice.
#J-18808-Ljbffr
