Critical Incident Manager
4 weeks ago
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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