Job Description

Incident manager

Bellevue, WA(Onsite)

FTE

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

QUALIFICATIONS

• Ability to meet 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

Time of operation

This track will be in 24X7 shift model Therefore candidates should be flexible to cover during holidays and weekends to accommodate roster

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