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Customer Incident

3 months ago

Coppell, United States Voxai Solutions, Inc. Full time
Job DescriptionJob DescriptionDescription:

Responsibilities:

Incident Management

  • Uses common terminology and standards for incident classification and priority levels across customers.
  • When incidents are required to be transferred between resolution teams (internal/external), ensures that the process is optimized to avoid unnecessary delays in overall incident resolution.
  • Tracks and reports progress for all Major Incidents.
  • Ensure proper team members are engaged and active on all major incidents.
  • Monitors metrics for process effectiveness and efficiency, ensuring smooth integration between all key stakeholder groups at a process, people and tool level.
  • Fosters productive partnerships with internal service delivery/resolution teams to ensure that the incident management process is adhered to and meets Voxai’s explicit and implicit expectations.
  • Reports and presents results and findings, as well as actionable recommendations to senior leadership.
  • Reports SLA adherence and provides material and metrics to the Customer Success Management team for customer satisfaction.
  • Develops a broad understanding of various technologies utilized and deployed in Customers environment inclusive of infrastructure and Genesys applications.
  • Manage problems and problem resolution to SLA standards.

Change Management

  • Articulate proposed change (current state/future state, scope, nature and vision)
  • Facilitate and analyze initial assessments (Project Sponsorship/Governance, Project Stakeholders, Change Impact, Change Risks) for strategy and planning.
  • Facilitate Change Metrics definition, targets, collection and analysis.
  • Manage and monitor change adoption (assess, review, remediate cycle)
  • Assess the change impact with proper teams and architects and ensure proper change risk and categorization is attached.
  • Ensure completeness change management assessments.
  • Identify, analyze, prepare risk mitigation tactics.
  • Identify and manage anticipated resistance.
  • Consult and coach project teams on change practices and improvements.
  • Support communication efforts on change status and execution completion.
  • Support and engage senior leaders for change approvals and communication.
  • Support organizational design and definition of roles and responsibilities.
  • Coordinate efforts with other specialists
  • Integrate change management activities into project plans as required for delivery
  • Evaluate and ensure user readiness for change execution.
  • Measure success metrics and monitor change progress
  • Support change management at the project/initiative level
  • Coordinate and participate in customer DR exercise planning and execution.

Leadership/Interpersonal Skills

  • Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
  • Does not equate busy with effective and places a higher value on initiatives with potential for a greater impact and return
  • Adjusts and modifies approach based on circumstances
  • Builds trust upstream (e.g., IT governance) and downstream (e.g., service providers)
  • Instills a sense of urgency in driving to completion; escalates issues as needed with Customers, vendors, internal IT teams and senior leadership
  • Builds effective relationships with partners and vendors to understand and commit to Voxai’s organizational goals; fosters goodwill and collaboration amongst teams and leads by example
Requirements:

Qualifications

Education:

  • High school diploma/GED with 4 years of experience, or Associate's degree with 2 years of experience, or Bachelor's degree required.
  • BS in Computer science, engineering or related field or an equivalent combination of education and/or experience

Work Experience:

  • Prior experience or knowledge in governing an incident management process in a multi-vendor environment.
  • 1 years of experience with IT service delivery management in a multi-vendor, large complex environment is preferred
  • Demonstrated ability to translate ITIL principles into practice.
  • ITIL certification higher than foundation level (e.g., intermediate, expert, master) is preferred or gained within 6 months of employment.
  • Technology Service provider industry experience is preferred