Dhaka, Bangladesh
As an Incident Manager at ZTE, I am dedicated to ensure the stability and security of our telecommunications systems by efficiently managing and resolving critical incidents. With a strong background in network operations, troubleshooting, and crisis management, I work collaboratively with cross-functional teams to quickly restore service, minimize downtime, and implement preventative measures. My goal is to enhance overall system reliability and deliver exceptional support to our clients, contributing to ZTE’s reputation as a leader in innovative telecommunications solutions. Committed to continuous improvement, I stay updated on the latest industry trends and best practices in incident management and network security.
1. Overseeing the end-to-end process of incident management within the telecom network operations. 2. Ensuring quick detection, response, and resolution of network outages, service disruptions, and security incidents. 3. Managing communication between technical teams (Front office, Back office RAN, Transmission, DevOps, IT, OSS ), management, and customers during incident resolution. 4. Maintaining incident records, reports, and post-incident reviews to prevent recurrence. 5. Ensuring compliance with industry standards and company policies related to incident handling.
Duties/Responsibilities: 1. Manage and lead the team of 15 members that circulate on a roster basis 2. Driving a reported service incident, identifying the cause, and follow up the change plan and improvement plans. 3. Producing and reviewing documents that outline ITSM processes. 4. Collaborating with the Service Management stakeholders to ensure that all protocols are diligently followed. 5. Ensure day to day smooth operation, maintain SLA and KPIs with client as per contractual obligation. 6. Communicating with higher management, customer, attend bridges for technical discussion with various domains if major issues are found in the system. 7. Logging all incidents and their resolution to see if there are recurring malfunctions.
Duties/Responsibilities: 1. Driving a reported service incident, identifying the cause, and follow up the change plan and improvement plans. 2. Implement Wipro industrialization policy and practices for service delivery. Participate in on-call rotations to address network emergencies outside of regular business hours. On demand attendance in critical / disastrous situations. 3. Communicating with higher management, customer, attend bridges for technical discussion with various domains if major issues are found in the system. 4. Establishing failover mechanism and continuous monitoring and health checks by using tools like Dynatrace, Grafana, Kibana, Nagios, MFS Flex, Application manager, Event grid etc. 5. Collect historic system performance report, analyze and identify potential bottlenecks, recommend for capacity upgradation where necessary. 6. Delegate tasks to team members and ensure on time delivery and quality of works. 7. Ensure day to day smooth operation, maintain SLA and KPIs with client as per contractual obligation. 8. Monitor IT infrastructure to ensure 24/7/365 network availability to all system users and perform necessary maintenance to support network availability 9. Collaborating with the Service Management stakeholders to ensure that all protocols are diligently followed. 11. Regular as well as weekly reporting to Line Manager and Stakeholders for incident management.
1. Take action of Critical, Major, Minor and Warning alarms according the problem severity using Tech tools like SharePoint, Corporate Server, Nagios, Zabbix, Pingdom, Datadog, Kibana, DOGS, Config Manager, NED, Raygun. 2. Coordinate with customers as well as related concerns. 3. Regular as well as weekly reporting to Line Manager for team’s evaluation. 4. Planning to ensure maximum quality Network Operation and highest customer satisfaction. 5. Motivating and developing concerned team to face any challenges. 6. Ensuring maximum utilization of existing ICT resources. 7. Strict monitoring of NOC Engineers/Junior Engineers or coordinators for valid purpose oriented tasks and reporting. 8. Collect and check daily Work Completion Reports and To Do list as well as Future schedule/plan. 9. Planning for new projects and monthly reporting of network status. 10. Ensure 99.98% network and system up time.
1. Monitor Production Systems, Networks and Applications using Nagios, Logic Monitor and Zabbix 2. Provide immediate engagement and escalation on all failure/issues with a strong ability to make decisions with little or no management intervention. 3. Design, configure and manage network of data center. 4. Ensure full redundancy of both hardware and network. 5. Installing new hardware and integrate with current environment. 6. Configuration of routing and switching equipment. 7. Planning and audit Internet bandwidth and IP address for whole network and hosted devices within datacenter. 8. Maximize network performance by schedule health checks and upgrades, monitoring performance. 9. Administration and observing firewall to secure network and devices. 10. Manage and configure monitoring tools. 11. Undertaking network fault investigations in datacenter LAN and WAN environments. 12. Planning for new projects and monthly reporting of network status. 13. Ensure 99.98% network and system uptime
Duties/Responsibilities: 1. Ensure and execute administration, operational maintenance and monitor processes of Mediation & Provisioning, Rating & Billing, Roaming systems 2. Ensure and follow-up daily operational and KPI reports 3. Provide quality & timely delivery and change/release management to meet the business requirement 4. Solution development and implementation 5. Ensure/follow compliance, ISO processes while operation maintenance and development 6. Provide support on ad-hoc requirements
1. To ensure 2nd level support for any sort/type network trouble. 2. Configure core devices like Softx and UMG. 3. Operation & maintenance 4. Call Test 4. Generates Trouble Tickets and co-ordinate related personals/departments to troubleshoot/resolve a trouble and keep follow-up. 5. Take action of Critical, Major, Minor and Warning alarms according the problem severity. 6. Co-ordinate with customers as well as related concerns. 7. Regular as well as weekly reporting to Line Manager for team’s evaluation. 8. Planning to ensure maximum quality Network Operation and highest customer satisfaction. 9. Assuring technical training session for new-comers as well as existing engineers. 10. Motivating and developing concerned team to face any challenges. 11. Ensuring maximum utilization of existing ICT resources. 12. Strict monitoring of NOC Engineers/Asst. Engineers or coordinators for valid purpose oriented tasks and reporting. 13. Collect and check daily Work Completion Reports and To Do list as well as Future schedule/plan. 14. Visit different ICT organization to check out and monitoring NOC Engineers and Coordinators, their working procedure and take advance training session on special task.