Incident Manager

Responsibilities

• Overseeing and guiding the technical support team, including setting performance goals, providing coaching, and conducting regular performance evaluations.
• Providing expertise in resolving complex technical issues escalated from the support team, ensuring timely and effective solutions for customers.
• Maintaining an in-depth understanding of the product or service being supported, as well as the underlying technologies, to offer high-level technical assistance.
• Managing escalated cases, collaborating with other departments or senior engineers, and ensuring the appropriate attention and urgency are applied.
• Monitoring the quality of support provided, identifying areas for improvement, and implementing strategies to enhance customer satisfaction.
• Developing and maintaining knowledge base resources, standard operating procedures, and training materials for the support team.
• Tracking and analyzing support metrics to measure team performance, identifying trends, and implementing measures for improvement.
• Continuously evaluating and enhancing support processes and workflows to optimize efficiency and effectiveness.
• Engaging with customers to gather feedback, address concerns, and ensure a positive customer experience throughout the support journey.
• Collaborating with cross-functional teams such as development, product management, and quality assurance to address product-related issues.
• Staying informed about industry trends, emerging technologies, and customer needs to recommend innovative solutions and improvements.
• Participating in projects related to product enhancements, launches, or system upgrades, ensuring technical support considerations are incorporated.
• Providing leadership and guidance to the technical support team, fostering a positive and collaborative team environment.
• Generating regular reports on team performance, customer feedback, and key support metrics for management review.
• Keeping up-to-date with product updates, technical advancements, and best practices in technical support.
• Serving as a customer advocate within the organization, ensuring that customer needs and feedback are communicated and addressed appropriately.
• Maintain dashboards and regular reports to support decision-making across departments.
• Collect, validate, and analyze data from multiple sources to ensure accuracy and consistency.
• Ensure timely delivery of recurring reports and ad-hoc data requests.

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience)
• 3+ years of experience in a technical support role
• Strong technical aptitude and understanding of software applications, databases, operating systems, or networking concepts
• Excellent problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide effective solutions
• Solid knowledge of ITIL framework
• ITIL Foundation certification is a plus
• Proficiency with Incident and Problem management processes, ticketing systems (Jira, ServiceNow, etc), and support tools
• Experience in documenting support cases, resolutions, or knowledge base articles
• Proficiency in tools such as Excel, Power BI, Tableau, or similar reporting platforms will be a plus
• Customer-focused mindset with a passion for delivering exceptional customer support and building positive customer relationships
• Strong leadership, communication, and interpersonal skills, with the ability to convey technical information clearly to non-technical customers
• Ability to prioritize and manage multiple customer cases simultaneously, adhering to SLAs and maintaining attention to detail
• Ability to work effectively both independently and in a team-oriented environment
• Continuous learning mindset to keep up with evolving technologies and products
• Advanced English