Customer Incident Manager

Are you excited about an opportunity to manage some of the biggest major incidents on the internetDo you enjoy working in a fast-paced cross-functional global environmentJoin our world class Incident Response And Prevention Team IRAPT Join Akamai s Incident Response And Prevention Team IRAPT part of the Support Services group You will manage major incidents for global customers ensuring quick resolution regular updates and identification of effective prevention plans Partner with the bestThe Customer Incident Manager CIM is an individual contributor role You will collaborate with various Akamai teams and technical experts Your communication will often reach VP above level audiences As a Customer Incident Manager you will be responsible for Managing incident requests with a high sense of urgency responsibility and customer focus Having clear concise and timely communication internally externally about ongoing major incidents Communicating customer impact to ensure team focus and visibility Working with the rest of the team on the incident to identify the right prevention plans Creating root cause analysis documents for customers and track the action items to closure Working on continuous improvement projects related to major incidents as needed Do what you loveTo be successful in this role you will Have 4 more years experience in major incident management or B2B customer technical support Have great communication skills to convey complex technical content to various audiences in business English Be freethinking self-motivated but still a team player with a people-oriented personality Be able to prioritize and manage multiple commitments during a single day Be organized and have analytical skills to enable the creation of customer-facing updates and reports Continuously look for opportunities to improve processes and systems Have basic knowledge of the Internet CDNs and internet security concepts Enjoy an exciting team atmosphere Work in a way that works for youFlexBase Akamai s Global Flexible Working Program is based on the principles that are helping us create the best workplace in the world When our colleagues said that flexible working was important to them we listened We also know flexible working is important to many of the incredible people considering joining Akamai FlexBase gives 95 of employees the choice to work from their home their office or both in the country advertised This permanent workplace flexibility program is consistent and fair globally to help us find incredible talent virtually anywhere We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply what makes Akamai a great place to work Connect with us on social and see what life at Akamai is like We power and protect life online by solving the toughest challenges together At Akamai we re curious innovative collaborative and tenacious We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference Our teams use their global perspectives to put customers at the forefront of everything they do so if you are people-centric you ll thrive here Working for youAt Akamai we will provide you with opportunities to grow flourish and achieve great things Our benefit options are designed to meet your individual needs for today and in the future We provide benefits surrounding all aspects of your life Your health Your finances Your family Your time at work Your time pursuing other endeavors Our benefit plan options are designed to meet your individual needs and budget both today and in the future About usAkamai powers and protects life online Leading companies worldwide choose Akamai to build deliver and secure their digital experiences helping billions of people live work and play every day With the world s most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications while we keep experiences closer to users and threats farther away Join usAre you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients Come join us and grow with a team of people who will energize and inspire you