Incident & Problem Management Manager at Huawei Technologies Co. Ltd.

Responsibilities

• Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration.
• Act as a center focal point for all departments during incidents and coordinate between them to get the fast results .
• Ensure timely communication / information flow towards internal & external stakeholders.
• Setting up of Technical & Management Bridge to facilitate communication during incidents.
• Manage and coordinate the escalated requests from Local Organization or internal stakeholders.
• Ensure the same categorization, impact and priority coding systems are used for effective and consistent communication in order to facilitate the trending analysis for proactive identification of problems.
• Responsible for the complete process adherence and handling of incidents and problems according to SLAs/OLAs/WLAs
• Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
• Responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
• Ensures that necessary reports (e.g. RCA, reviewed Major Incident, etc.) are delivered.
• Ensures quality of Known Error record and the Knowledge Database
• Provide framework for identifying, planning, delivering and supporting IT services to the business leveraging on the best practices for Change & Release management processe
• Perform cost-benefit and return on investment analyses for proposed changes to aid management in making implementation decisions.
• Develop methodologies/processes that support the monitoring of change control successes in areas targeted for improvement.
• Develop timeframes for process changes in order to support company objectives and business goals.
• Perform efficiently corporate cultural analysis and create change strategies that are flexible and adaptive.
• Facilitate the adoption of new or improved processes and/or procedures across the organization .
• Ensures that Incident and Problem Management KPIs are reported and their targets met
• Proactive in identification of possible incidents and/or problems before they occur. (In order to achieve this, alarms, tickets, incident trend analysis can be performed.)
• Track and communicate status of incident and problem resolution efforts. Report RCA conclusions and support reporting activities.
• Attend the required trainings and courses (technical and soft skills) to increase the current competence level. 
• Provide coaching to Resolver/Support teams and business users on processes of incident and problem tracking tasks.

Requirements

• Ability to track tasks, make assignments, and deliver on commitment dates.
• Effectively interact with various levels of management and customers.
• ITIL Change, Incident & Problem Management experience.
• ITIL Foundation Certification.
• Good communication and reporting skills.
• Competency in process development, execution, and administration.
• Impact Analysis and System Configuration Experience.
• Strong root cause analysis, problem solving, and analytical skills.
• Knowledge of IS/IT applications and software development lifecycles.
• Project Management basic knowledge.
• Knowledge of eTOM or other industry practices related to Service Management and Lifecycle.

Education and Expereince:

• Minimum of Bachelor's Degree in Electrical Engineering/ Telecommunication Engineering/ Computer Science / Computer Engineering or equivalent
• Minimum of Seven (7) years work experience with at least three (3) years in a supervisory role.
• Prior experience in an operations/services/technology environment.