Incident Manager

Role Description

The Incident Manager (IM) is a customer-facing role and trusted account team member who works with our Premier/Unified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts. The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities: Engage with customers to address reactive support queries; Represent the customers business impact during escalations; Drive the end-to-end problem resolution.

Key Accountabilities

• Relationship Management
  • Know the customer and understand the impact to their business in reactive support scenarios
  • Conduct customer conversations across all management levels including incident calls and monthly connections
  • Prioritize critical issues to ensure customer satisfaction
  • Set and manage support expectations with customers
  • Orchestrate support teams to resolve customer incidents
• Proactive management of reactive experience
  • Acknowledge and respond to customers requests promptly
  • Coordinate stakeholder involvement and track actions
  • Anticipate risks and escalations based on customer context
  • Proactively provide case updates regularly, propose recommendations if necessary, and take action based on the context of the case
• Escalation Handling
  • Drive high-risk escalations to resolution by establishing clear communication channels, documenting and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders
  • Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders
• Critical Thinking
  • Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences
  • Establish a customer obsession approach that puts the customer and the customer operational health in the center
  • Prioritize workloads against agreed procedures
• Incident Administration
  • Monitor reactive cases owned by internal support organizations
  • Provide regular updates to both customers and internal stakeholders to confirm case status and progression

Qualifications

• Excellent communication skills with the ability to tailor messaging to both technical and non-technical as well as operational and executive level stakeholders
• Develop and maintain collaborative working relationships with others
• Recognize different values and styles and respect others unique characteristics or strengths
• Situational management
• Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situations
• Strong listening skills and the ability to translate that listening into customer service and support action
• Able to work to tight timeframes in a fast paced high-volume environment
• Demonstrated problem solver with the ability to develop and execute a plan to achieve specific goals
• Self-motivated, proactive and customer-centric attitude
• Demonstrated aptitude to learn new technologies
• Required: 3+ years of experience in supporting enterprise technologies
• Bachelors degree or equivalent experience
• Strong English written and verbal communication skills
• Strong stakeholder engagement and collaboration
• Positive, energetic, enthusiastic attitude
• Excellent at multitasking and task prioritization
• Skilled use of the Microsoft Office Suite (e.g., Word, Outlook, PowerPoint, etc.)
• Ability to apply judgement in high pressure situations with minimal external guidance
• Understanding of reactive case lifecycle and troubleshooting methodology
• Ability to learn new skill sets and consume role-based continuing education while balancing daily workload responsibilities

Preferred Qualifications

• 3+ years of experience in supporting enterprise technologies
• Customer Service Management experience in an IT related environment
• Familiarity with Microsoft products and services
• Skilled use of Microsoft Power BI reporting
• Track record in successfully coordinating activities that involve cross-team of internal/external contacts
• ITIL certified
• Outgoing personality, comfortable with building new relationships and taking on new challenges
• Applicants must possess a current, valid U.S. Passport (mandatory)

Benefits and Perks

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave