High-Profile Incident Resolution Specialist

hace 20 horas


San Francisco, Heredia, Costa Rica Cloud Software Group A tiempo completo

Job Summary

We are seeking a seasoned Support Incident Manager to lead our cross-functional response to high-priority incidents.

About the Role

This is a dynamic position that requires excellent communication skills, strong problem-solving abilities, and experience in incident management. You will be responsible for assessing situations, commanding flawless execution of the incident response process, and ensuring stakeholders are informed. Your ability to influence decision-making through data interpretation and collaboration with Support leadership will drive customer loyalty.

Your Responsibilities

  • Lead cross-functional teams to resolve high-priority, high-visibility incidents
  • Assess complex situations and develop effective incident response strategies
  • Calmly manage escalation processes to drive customer satisfaction
  • Evaluate and improve incident response processes, metrics, and frameworks
  • Collaborate with Support leadership to align on process improvements and execute changes

Requirements

  • 4+ years of experience in technical support, handling highly complex issues
  • 4+ years of incident management or incident command experience
  • Excellent communication skills in English
  • Strong operational and services experience in Cloud services/web-scale delivery environments
  • Good to Have: ITIL Certification

Why Join Us?

Cloud Software Group is committed to equal employment opportunity and compliance with all relevant laws. We value diversity and strive to create an inclusive work environment where everyone can thrive.



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