Customer Incident Manager (225-820)

The Customer Incident Manager plays a critical role in ensuring that customer issues and incidents are managed effectively and resolved promptly. By acting as the primary point of contact for customers experiencing service disruptions or issues, the Customer Incident Manager ensures that high standards of service quality and customer satisfaction are maintained. This professional must possess strong communication skills, attention to detail, and the ability to work under pressure to handle multiple incidents concurrently. In this role, you will coordinate between different departments to facilitate seamless issue resolution and improve incident management processes. The ideal candidate is proactive, customer-oriented, and possesses a strong troubleshooting mindset, capable of analyzing complex incidents and leading efforts to improve service reliability and standards.

Responsibilities

• Act as the primary point of contact for all customer-related incidents and issues.
• Coordinate incident management activities across different teams to ensure resolution.
• Monitor and track incident resolution timelines to meet service-level agreements.
• Document all incidents and actions taken to resolve them in the tracking system.
• Analyze incident trends and report insights for long-term problem management solutions.
• Facilitate communication between customers and internal teams during incident resolutions.
• Develop and implement best practices for proactive incident management processes.
• Provide regular updates and feedback to customers during the incident resolution lifecycle.
• Coordinate with product and technical teams to ensure root cause analysis is conducted.
• Organize and lead post-incident review meetings to identify areas of improvement.
• Work with customer service teams to enhance overall customer satisfaction levels.
• Ensure thorough follow-up with customers post-resolution to ensure satisfaction with outcomes.

Requirements

• Bachelor’s degree in computer science, IT, or a related field preferred.
• Minimum of three years of experience in an incident management role.
• Excellent problem-solving skills with a focus on customer-centric solutions.
• Strong organizational and multitasking abilities to handle multiple incidents simultaneously.
• Exceptional communication skills, both written and verbal, for clear customer interaction.
• Experience with incident management software and customer relationship management tools.
• Ability to work in a high-pressure environment with attention to detail and accuracy.