Incident Manager

Role description

The Incident Manager IM is a customerfacing role and trusted account team member who works with our PremierUnified 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 endtoend problem resolution

KEY ACCOUNTABILITIES

1. Relationship Management

Know the customer and understand the impact to their business in reactive support scenarios

Conduct customer conversations across all management levels inc 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

2. 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

3. Escalation Handling

Drive highrisk 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

4. 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

5. Incident Administration

Monitor reactive cases owned by internal support organizations

Provide regular updates to both customers and interna stakeholders to confirm case status and progression

QUALIFICATIONS

• Ability to meet Microsoft customer andor government security screening requirements are required for this role
• Skills High Level Detailed Skill Requirements listed below
• Excellent communication skills with the ability to tailor messaging to both technical and nontechnical 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
• Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situations
• Able to work to tight timeframes in a fast paced highvolume environment
• Demonstrated problem solver with the ability to develop and execute a plan to achieve specific goals
• Selfmotivated proactive and customercentric attitude
• Demonstrated aptitude to learn new technologies

Required

• 3 years of experience in supporting enterprise technologies
• Bachelors degree or equivalent experience
• Preferred Computer Science Information Technology Business Management Communications
• Strong English written and verbal communication skills
• Other languages may be required depending on location and area to be supported
• Strong stakeholder engagement and collaboration
• Positive energetic enthusiastic attitude
• Excellent at multitasking task prioritization
• Skilled use of the Microsoft Office Suite eg 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 bases continuing education while balancing daily workload responsibilities

Preferred

• 3 years of experience in supporting Microsoft enterprise technologies
• Customer Service Management experience in an IT related environment
• Familiarity with Microsoft productsservices
• Skilled use of Microsoft Power BI reporting
• Track record in successfully coordinating activities that involve crossteam of internalexternal contacts
• ITIL certified
• Outgoing personality comfortable with build new relationships and taking on new challenges