Critical Incident Manager

Job Description

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.

Position Overview

Customer Escalation Coordinator serves as the Incident Response Customer Advocate within the Customer Success organization. This role is pivotal in ensuring that customer outages are managed with urgency, professionalism, and a commitment to customer satisfaction. The coordinator acts as a liaison between customers and internal teams, driving resolution of major incidents, maintaining service levels, and fostering strong customer relationships.

Responsibilities

- Major Outages and Root Cause Analysis:
- Follow strict escalation and notification guidelines. Notify management of service-related concerns and coordinate onsite dispatches with clients and internal resources. Lead the response to significant customer outages, coordinating efforts across teams to restore services quickly and efficiently. Ensure all incidents are managed according to established protocols and service level agreements (SLAs). Identify areas of risk that could impact project or process success. Make effective independent decisions on day-to-day issues and assist team members with decision-making and issue resolution strategies.
- Ticket and Queue Oversight:
- Oversee the ticket backlog, prioritize support requests, and assign tasks to team members based on workload and technical expertise. Monitor call queues to maintain service levels and ensure timely responses. Report on individual and departmental performance metrics. Focus on areas needing improvement and review goals to drive attainment.
- Process and Policy Coordination:
- Partner with customers to implement changes in processes and policies. Adapt procedures to meet evolving business and customer requirements.
- Customer Advocacy:
- Demonstrate a commitment to delivering a positive customer experience through exceptional service, clear communication, and accountability. Addressing customer concerns promptly and professionally.
- Documentation and Data Integrity:
- Establish and enforce documentation standards for all processes, policies, and major outages. Promote attention to detail to ensure data integrity, accurate reporting, and effective analytics.
- Contract and Billing Validation:
- Validate contract terms and billing methods for all support requests. Collaborate with other departments to ensure proper support billing and smooth contract transitions, especially during hardware RMA processes.

Qualifications

- Minimum 3 years of experience in major outage management.
- 5+ years of experience in account management, service delivery, and escalation management.
- Proficiency with ServiceNow, and Helix platforms.
- Strong organizational, listening, written, and verbal communication skills.
- Excellent interpersonal and presentation skills.
- Experience working with cross-functional teams.
- Solid understanding of the ITIL service management framework and related processes.

Professional Attributes :

- Proactive approach to service delivery and issue resolution.
- Ability to adapt processes in response to changing circumstances.
- Commitment to continuous improvement and process optimization.
- Strong team-building skills and ability to create a positive work environment.
- Strategic planning capabilities for future needs, goals, and objectives.

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.