Timisoara Metropolitan Area (On-site), Timisoara,Romania
Posted 2 weeks ago


  • The employee having the position of Major Incident Manager is responsible for the level 2 incident management activities as a part of  Network operation center team.  Level 2 activities such end to end incident management, Change Supervision, Performance Management, Service level management, Partner Management, Knowledge Management etc.


• Incident detection, logging and monitoring, Classification and prioritization (against impact and urgency), Investigation and diagnosis, Escalation, Resolution, Reporting, Notification and Closure

• Ownership, monitoring (including Jeopardy Management) and tracking

• Management and stakeholder reporting

• Post Incident Review

• War room management for Crisis Incidents

•Conference call setup for Major and Critical Incidents

• SLA Management

• Problem Ticket creation for Incidents resolved with work around

• Contact and Escalation register management

• Create/update/modify Incident process and Procedures

• Handling Management calls

• Prepare Incident reports and circulate to all stakeholders

• Review and update Incident priority matrix

• Work on Improvement activities based on post incident reviews

• Work on breach mitigation and corrective actions

• Maintain Ticket Quality

• Daily Incident meeting on open and pending Incidents

• Work on Aging Incidents resolution

• Train users on Incident management process

• Identify automation opportunities and implement the same with the help of automation teams

Professional knowledge

  • Knowledge of mobile network domains and functions (Network operation center , field, Project) Knowledge of Network Operations management
  • English skills of at least level C1 of the Common European Framework of Reference for Languages. Strong written communication skills and presentation skills
  • German language skills in spoken and written words is advantages

Technical Knowledge:

  • Knowledge of mobile network domains and functions (Network operation center , field, Project)
  • Expert Knowledge of Network Operations management
  • Knowledge of Stakeholder management
  • Good interpersonal skills and the ability to communicate effectively at all levels and with customer
  • Proactive attitude to use his/ her initiative to react quickly, to work effectively in emergency situations under minimum supervision.
  • Self- motivated and capable to work within a strong team environment is essential.
  • Good knowledge of FTTH, GPON technology, IP Networking and protocols
  • Good Understanding Transmission domain
  • Good understanding of MetroE networks and Broadband networks.
  • ITIL process knowledge
  • Understanding of Service Level Agreements and Key Performance Indicators.
  • Good knowledge of Vendor Management
  • Should have user level knowledge of Operation Support Systems / Network Management System tools, preferable to have experience on Netcool, Remedy

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