Incident Management Specialist
CBTS, Dallas, TX, United States
Responsibilities
Take full ownership of incidents from detection through to technical resolution. Respond to all technical network-related issues presented from the Client or VIDI dashboards and work directly with the carrier to understand and drive the status of fault isolation, determine the reason for outage (RFO), and validate proposed steps for repair. Communicate any emergency maintenance or configuration changes required to resolve active incidents, ensuring explicit approval is secured from FIFA and HBS. Coordinate change management activities with various Verizon internal teams, HBS and the FIFA CAB panel. Reporting
Provide full and detailed reports for all activities at the end of each Match Day, including comprehensive descriptions of all queries and incidents. Provide measured availability statistics and performance reports to HBS and the TCC. Ensure that there are complete and accurate details in the incident record to ensure SLA analysis and reporting. Stakeholder Communication
Provide clear, concise, and timely technical status updates to the Host Broadcaster and the TCC. Qualifications & Skills
Significant experience in a 24x7 operational environment such as a Network Operations Center (NOC), Security Operations Center (SOC) or Global Transport NOC. Understanding of wavelength services and troubleshooting practices. Skills & Knowledge
Technical Acumen: Solid understanding of network monitoring principles and technologies. While not a hands-on engineer, must be able to understand and communicate complex technical issues effectively. Communication: Exceptional verbal and written communication skills, with the ability to tailor communications to both technical engineers and senior, non-technical stakeholders and the customer. Works calmly and effectively under pressure.
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Take full ownership of incidents from detection through to technical resolution. Respond to all technical network-related issues presented from the Client or VIDI dashboards and work directly with the carrier to understand and drive the status of fault isolation, determine the reason for outage (RFO), and validate proposed steps for repair. Communicate any emergency maintenance or configuration changes required to resolve active incidents, ensuring explicit approval is secured from FIFA and HBS. Coordinate change management activities with various Verizon internal teams, HBS and the FIFA CAB panel. Reporting
Provide full and detailed reports for all activities at the end of each Match Day, including comprehensive descriptions of all queries and incidents. Provide measured availability statistics and performance reports to HBS and the TCC. Ensure that there are complete and accurate details in the incident record to ensure SLA analysis and reporting. Stakeholder Communication
Provide clear, concise, and timely technical status updates to the Host Broadcaster and the TCC. Qualifications & Skills
Significant experience in a 24x7 operational environment such as a Network Operations Center (NOC), Security Operations Center (SOC) or Global Transport NOC. Understanding of wavelength services and troubleshooting practices. Skills & Knowledge
Technical Acumen: Solid understanding of network monitoring principles and technologies. While not a hands-on engineer, must be able to understand and communicate complex technical issues effectively. Communication: Exceptional verbal and written communication skills, with the ability to tailor communications to both technical engineers and senior, non-technical stakeholders and the customer. Works calmly and effectively under pressure.
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