Job Description
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
1Relationship 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
2Proactive 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
3Escalation 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
4Critical 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
5Incident 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
- oPreferred Computer Science Information Technology Business Management Communications
- Strong English written and verbal communication skills
- oOther 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
Job Tags
Work at office