Incident Management Specialist

Select how often (in days) to receive an alert:
Mandaluyong, Second District, Philippines
Qualifications With two (2) years experience in fault management or other related works; one (1) year of which as Jr. Incident Management Specialist
Duties and Responsibilities 1. Monitors staged trouble tickets in Clarity and identifies specific or group of customers assigned for evaluation in terms of prioritization by:
a. Customer Name
b. Service Type availed by customer
2. Performs Testing and Diagnosis using appropriate NMS (network management systems).
a. Analyzes the T&D results in relation to reported perceived problem from customer in order to identify if problem is on Layers 1&2 (physical connection).
3. Identify and understand the different network elements involved in the last mile build.
4. Based on test results, identifies and coordinates with work group for their corrective action; creates and stage trouble ticket accordingly. Advises customer proactively 
5. Manages the provision/acquisition of:
a. Access permits at customer building installations to facilitate restoration works to be done by field forces, both contractors and PLDT
b. Access of contractors to Central Office MDF and curb side cabinets in order to facilitate restoration works.
6. Provides regular updates to customers, relationship managers and business heads on the progress of restoration works.
7. Confirms with customer if data service has been restored and accepted once restoration activities have been completed.
8. Understand the different fixed and wireless data services offering and their respective customer network infrastructure build and how it operates, to include the following:
a. Logical routes defined
b. Protection paths within domestic network
c. Redundancy configurations and failover capabilities
9. Understand the different process flows and business rules associated with Service Assurance.
10 Correlate the behavior of customer network applications (OSI Layer 7) with provided access connectivity in order to identify root cause of problem.
11. Recommends customer premise equipment configuration schemes that can optimize data circuit performance, e.g., switches and routers.
12. Executes disaster recovery plans/drills (DR/BCP) together with internal PLDT work groups in coordination with customer.
13. Advises respective CFTS on additional customer requirements (i.e. Bill dispute, Value Added services, etc.) 
14. Performs other tasks that maybe assigned from time to time.
#J-18808-Ljbffr