Customer Incident Manager

About GTT:

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. For more information, please visit www.gtt.net.

Service Desk Incident Manager

Role Summary:
The Service Desk Incident Manager is responsible for leading the resolution of incidents affecting customer services across an international geography. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, facilitate and co-ordinate the necessary activities for customer incidents/requests to be resolved/completed with minimal impact to SLAs, which may range from straightforward to more complex technical requirements, including post incident/request follow-up activities. The role requires a significant amount of autonomy, so the Incident Manager should be comfortable working with minimal direction, with the ability to thrive in a fast paced and ever-changing environment.
Job Scope:
Interacts with Service Desk, NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management, Service Delivery, Sales, 3rd Parties.
Duties and Responsibilities:
Ensure frequency of internal/external communications are maintained as needed in a timely manner, and is always clear, concise, meaningful, professional, and efficient.
Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g., Service Manager, Account Manager).
Review and manage customer requests that involve internal GTT departments and external partners.
Identify problems and raise them to the Problem Management team.
Review and revise processes, policies, and procedures on a regular basis to drive efficiency and effectiveness within Service Assurance.
Maintain an exceptional level of customer service and experience during any engagements with all departments (internal or external).
Understanding and familiarity with Customers’ services and solutions.
Provide feedback to appropriate Line Manager on how Incident Management, the Service Desk and supporting functions can improve.
Provide mentoring and guidance to Service Desk Engineers.
Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
Actively participate as required in meetings (customer, 3rd party, internal).
Train new starters.
Support and participate as required in any Assurance related programs.
Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.