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Global Incident Resolution Specialist
hace 3 semanas
Job Summary
This senior role involves managing high-profile customer-impacting incidents, requiring strong leadership skills and the ability to communicate effectively with technical and business audiences.
The ideal candidate will have a proven track record of success in incident management, with experience in managing high-pressure situations and driving expeditious resolution of incidents.
Key Responsibilities
- Manage high-profile customer-impacting incidents, working closely with SMEs to interpret key metrics from monitoring tools.
- Foster collaboration among teams, ensuring seamless handovers of critical issues to other regions.
- Develop and implement effective incident action plans, leveraging negotiation, mediation, and conflict management skills.
- Drive team process improvements, actively engaging with stakeholders to identify areas for growth and development.
Requirements
- 5+ years in incident management or technical support for an enterprise software company.
- Strong leadership skills, with experience in managing high-pressure situations.
- Proven knowledge of incident management and problem management frameworks (e.g., ITIL) as there will be cross-functionality responsibilities.
- Demonstrable understanding of distributed systems concepts, with ability to work multi-functionally and influence/implement across groups.
- Strong critical thinking, decision-making abilities, with good interpersonal skills and executive presentation skills.
About This Role
This senior role offers a unique opportunity to join a high-performing team, contributing to the development of our incident management capabilities and shaping the future of our organization.
