Incident Manager

Role description

The Incident Manager IM is a customerfacing role and trusted account team member who works with our PremierUnified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities

Engage with customers to address reactive support queries

Represent the customers business impact during escalations

Drive the endtoend problem resolution

KEY ACCOUNTABILITIES

• Relationship Management

Know the customer and understand the impact to their business in reactive support scenarios

Conduct customer conversations across all management levels inc incident calls and monthly connections

Prioritize critical issues to ensure customer satisfaction

Set and manage support expectations with customers

Orchestrate support teams to resolve customer incidents

2. Proactive management of reactive experience

Acknowledge and respond to customers requests promptly

Coordinate stakeholder involvement and track actions

Anticipate risks and escalations based on customer context

Proactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case

3. Escalation Handling

Drive highrisk escalations to resolution by establishing clear communication channels documenting and tracking agreed actions and maintaining an orchestration role across multiple stakeholders

Understand the cause of the escalation its business impact and level of urgency from Customer and other stakeholders

4. Critical Thinking

Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences

Establish a customer obsession approach that puts the customer and the customer operational health in the center

Prioritize workloads against agreed procedures

5. Incident Administration

Monitor reactive cases owned by internal support organizations

Provide regular updates to both customers and interna stakeholders to confirm case status and progression

QUALIFICATIONS