Customer Incident Manager 23J25

The Customer Incident Manager is a pivotal role aimed at ensuring customer satisfaction and efficient resolution of customer issues. As the first point of contact for customer-related incidents, the Customer Incident Manager will leverage their analytical skills and problem-solving abilities to manage incident processes from start to finish. They will communicate with clients, gather essential information, and work with various internal teams to resolve issues quickly and efficiently. This role requires a high level of customer focus and strong organizational skills to manage multiple incidents simultaneously in a fast-paced environment. An ideal candidate will exhibit a strong understanding of incident management principles, excellent communication skills, and the ability to work effectively under pressure. The ultimate goal is to maintain a high level of customer satisfaction and ensure the smooth operation of the incident management process.

Responsibilities

• Serve as the main point of contact for customer-related incident communications and resolution.
• Ensure timely responses and resolutions to customer incidents in accordance with service level agreements.
• Collaborate with internal teams to gather information and troubleshoot customer incidents efficiently.
• Maintain detailed and accurate records of customer incidents and resolutions in the incident management system.
• Analyze incident data to identify trends and recommend improvements to the incident management process.
• Develop and implement protocols for incident escalation to ensure prompt resolution of critical issues.
• Communicate incident status, resolution plans, and impact assessments to customers and stakeholders regularly.
• Conduct post-incident reviews to determine root causes and prevent recurrence.
• Train and mentor team members on effective incident management strategies and best practices.
• Monitor incident management performance metrics to ensure continuous improvement and alignment with business objectives.
• Ensure compliance with company policies and industry regulations during all phases of incident management.
• Coordinate with the customer support team to facilitate knowledge sharing and improve customer service delivery.

Requirements

• Bachelor’s degree in Business, IT, or a related field preferred.
• Minimum of three years experience in incident management or a similar role.
• Strong analytical and problem-solving skills to diagnose and resolve incidents.
• Excellent verbal and written communication skills for effective customer interactions.
• Proven ability to manage multiple incidents in a high-pressure environment effectively.
• Hands-on experience with incident management software and tools.
• Ability to work collaboratively with cross-functional teams to improve incident resolutions.