Incident Resolution Specialist

2 weeks ago

Chevy Chase, Maryland, United States Insight Global Full time
Job Title: Incident Manager

We are seeking a highly skilled Incident Manager to join our team at Insight Global. As an Incident Manager, you will be responsible for coordinating and resolving technical incidents across multiple organizations.

Key Responsibilities:

  • Engage directly with customers to address questions, ease concerns, and provide technical advice.
  • Analyze data across support, engineering, and customer feedback channels to develop and test hypotheses for administration and user experience improvements.
  • Represent the voice of the customer to technical resources working to resolve issues.
  • Track and report on key issues that drive increases to customer satisfaction.
  • Work closely with engineering teams to resolve technical issues and improve service delivery.

Requirements:

  • 2-3 years' experience as a Problem or Program Manager.
  • Excellent presentation skills and ability to concisely tell a coherent story.
  • Strong crisis management skills and ability to maintain a constructive attitude in times of change.
  • Ability to effectively manage and prioritize multiple tasks to deliver high-level objectives/projects.
  • Outstanding written and verbal communications skills.
  • Demonstrated technical excellence by applying engineering principles to solve complex problems.
  • Ability to quickly absorb and apply new concepts.
  • Great team player and collaborator, building trust and respect with people outside of the immediate team.
  • Ability to tailor communications to different audiences.
  • Active Top Secret SCI with Full Scope Polygraph.

About Insight Global:

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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