Expert Incident Resolution Specialist

6 days ago

kozhikode, India beBeeIncident Full time

As a seasoned Incident Manager, you will play a pivotal role in delivering exceptional support experiences during customer-facing incidents.Key ResponsibilitiesLead reliability and security incidents, coordinating across teams and communicating with stakeholders to ensure timely resolution.Evaluate incident impacts, develop situation reports, and establish communication bridges to resolve incidents efficiently.Manage incident communication through official channels, maintaining transparency and stakeholder trust.Participate in post-incident reviews, driving improvements to the customer experience through data-driven insights and collaborative efforts.Apply analytical skills to uncover root causes and assess customer impacts, informing process improvements and knowledge sharing.Cross-functional Collaboration:Collaborate with Product, Support, Engineering, and Legal teams to identify opportunities for process enhancements and optimize incident management.Develop and maintain comprehensive incident management documents and training materials to foster a culture of continuous learning and improvement within the team.Requirements12+ years of experience leading incident response efforts, collaborating across diverse teams and developing strategic incident management plans.7+ years of customer service or support experience in SaaS or technology companies, with a proven track record of delivering high-quality support experiences.Availability for 24/7 on-call rotations, including weekends, to ensure seamless incident management and rapid response times.Excellent communication skills to effectively communicate with customers and internal stakeholders, ensuring clear understanding and alignment.BenefitsOpportunity to work with a global team, fostering collaboration and innovation.Professional growth and development opportunities, enhancing skills and expertise.Flexible work arrangements to support employees' personal goals and priorities.

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