Customer Incident Manager (225-1007)

The Customer Incident Manager plays a crucial role in ensuring that customer issues are addressed promptly and effectively. Acting as a key point of contact for critical incidents, the Customer Incident Manager navigates the intricacies of customer relationships and technical troubleshooting to achieve the best outcomes. This role demands a blend of technical knowledge, extraordinary communication, and problem-solving abilities. With a sharp eye for detail and a strategic mindset, the Customer Incident Manager ensures that incidents are managed efficiently, analysis is conducted, and lessons are applied for future improvements. This position requires a high level of emotional intelligence and the ability to maintain composure under pressure, as you will be responsible for communicating with both internal teams and external customers during stressful situations.

Responsibilities

• Oversee the resolution of customer incidents ensuring efficient and effective management processes.
• Act as the main point of contact for the escalation and management of critical incidents.
• Coordinate internal and external resources for incident resolution minimizing service disruptions.
• Facilitate communication between customers and technical support teams for clarity and transparency.
• Ensure all incidents are documented thoroughly to provide rich data for post-incident reviews.
• Monitor incident resolution progress and provide regular updates to stakeholders and management.
• Conduct root cause analysis to identify underlying issues and prevent future incidents.
• Develop incident management processes and procedures to streamline operations and improve efficiency.
• Prepare detailed incident reports and conduct post-incident debrief sessions with stakeholders.
• Collaborate with cross-functional teams to design and implement service improvements.
• Provide training and guidance to support staff on incident management best practices.
• Maintain up-to-date knowledge of company systems and incident management technologies.

Requirements

• Bachelor’s degree in Information Technology, Business, or related field is preferred.
• Proven experience in an incident management or similar customer-facing role.
• Strong technical skills with the ability to understand and address complex customer issues.
• Excellent communication skills, both written and verbal, across technical and non-technical audiences.
• Highly organized with the ability to manage multiple incidents under pressure simultaneously.
• Strong analytical skills with a focus on problem-solving and critical thinking.
• Familiarity with incident management software and tools like ITIL, Jira, or ServiceNow.