Critical Incident Manager

4 weeks ago


New York, United States Innovatia Inc Full time

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

The Incident Response Customer Advocate for the Customer Success Center (CSC) role is responsible for ensuring customer outages are managed effectively. Partnering with the customer and internal teams to ensure service levels and customer satisfaction are maintained.

Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

Manage Major Outages for customers.

Oversee and manage ticket backlog.

Manage changes to remedy based on business needs.

Partner with the customer on changes in process and policy

Deliver on building strong relationships with customers.

Document all processes and policies.

Document major outages during the event

Collaborate with leadership to identify training needs.

Drive continuous improvement of core processes to ensure end user experience is maintained while efficiency is optimized.

Collaborate with key stakeholders, SMEs, site leaders.

Qualifications

5+ years of experience in major outage role

7-10 years' experience in account management, service delivery and escalation management

Knowledge in Remedy, SNOW and

Helix

Call handling and escalation experience

Demonstrated the ability to train, coach, and evaluate performance.

Organizational skills

Excellent listening, written and verbal communication skills

Interpersonal skills

Working with cross-functional teams

Excellent presentation skills

Professional Attributes

: -

A good level of knowledge in ITIL service management framework -Understanding and knowledge of all processes and frameworks -Understanding of external and internal.

Benefits at Innovatia.

Comprehensive Health Insurance policy

Employee Wellness Program with focus on mental health

Robust reward and recognition programs

Company incentive programs offered.

Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off

Ample growth and learning opportunities.

Remote work opportunities

Focus on work/life balance.

Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.

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