Critical Incident Resolution Specialist

1 week ago

thane, India beBeeCustomerSupport Full time

Job SummaryThis is a dynamic role focused on delivering exceptional support experiences during customer-facing incidents by coordinating across diverse teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders.The ideal candidate will be the driving force behind legendary support that delights customers and deepens their loyalty to the brand by leading the charge in response efforts, technical coordination, and remediation.Key ResponsibilitiesIncident Management: Be the go-to person for customer-facing reliability and security incidents, rallying cross-functional teams and providing timely updates to internal stakeholders.Incident Response: Audit and respond to incidents using a customer-first approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents.Communication: Maintain open and effective communication with internal stakeholders, providing regular updates and managing expectations throughout the incident lifecycle.RequirementsCultivating a culture of continuous learning and improvement within the incident management team, sharing best practices, and mentoring others across the organization is key to success. The ideal candidate should have excellent problem-solving skills, strong analytical and communication skills, and the ability to work effectively in a fast-paced environment.Developing comprehensive incident management documents, runbooks, playbooks, and training materials will ensure seamless execution of incident response efforts. A passion for delivering exceptional customer support and a commitment to continuous learning are essential qualities for this role.

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