Technical II, Global Service Desk (TCF)

The Critical Incident Manager is responsible for managing high-priority incidents that significantly impact CNX Business Operations, Customers, or IT services.

This role ensures rapid response, effective coordination with technical teams from various platforms globally, timely communication, and swift resolution of critical incidents while minimizing business disruption and preventing recurrence.

Key Responsibility

• Manage Major Outages (P1 and P2 incidents) across globally and coordinate with various technical Support teams on a bridge to restore the services as soon as possible, in order to minimize the impact on the business.
• Receive, analyze, monitor, and resolve network problems in accordance with published Service Level Agreements. Driving the efficiency and effectiveness of the incident management process.
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Hierarchical and Functional Escalations appropriately on time without hesitation
• Alert updates sent out on periodic basis to business and Leadership.
• Other related duties as assigned by CNX Management Team.
• Achieve KPIs set by management team.
• Good understanding of IT infrastructure and applications relating to BPO call center environments.
• Excellent verbal and written communication skills.
• Candidate should be a good team player with willingness to learn and drive to achieve.
• ITIL certification would be an added advantage.
• Active listening- Diligently pay attention to understand/interpret the issue correctly and maintain documentation
• on the progress made on Service Restoration Bridge.
• Assist in maintaining CNX Corporate LAN/WAN infrastructure uptime.
• Good understanding of routing protocols (RIP, OSPF, IGRP, EIGRP, BGP)
• Good understanding of networking protocols (TCP/IP/MPLS)
• Good understanding of Firewalls and packet capture tools.
• Assist in troubleshooting Corporate TCP/IP/MPLS Network, including Carrier Vendor Circuits.
• Maintain and troubleshoot LAN/WAN equipment to include, but not limited to, Routers, Switches, Hubs,
• CSU/DSUs, Firewalls, Modems, Controllers, Multiplexors, Data Probes.
• Should possess good knowledge of various OEM Devices including Cisco, Juniper, Palo-Alto and Fortinet.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Additional requirements

• The Candidate should be open to work in a 24X7 Environment.
• Self-starter, sense of urgency, and works well under pressure
• Ability to interact with both internal and external customers in a friendly and professional manner
• Work well in a fast-paced environment Team Player (Very important)
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
• Knowledge of various Operating Systems (Windows, Linux)