Dynamic Support Expert

2 weeks ago

kannur, India beBeeManagement Full time

Incident Management SpecialistAs a key member of our team, you will play a pivotal role in delivering exceptional support experiences during customer-facing incidents. This dynamic role involves coordinating across diverse teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders.About the RoleWe are seeking an experienced Incident Management Specialist to join our CSS team. The ideal candidate will bring expertise in command and control incident frameworks, strategic decision-making, effective communication, and a strong customer-centric mindset.Key ResponsibilitiesBe the go-to person for customer-facing reliability and security incidents, leading response efforts, technical coordination, and remediation, and rallying cross-functional teams.Adopt a customer-first approach to evaluate impacts, deliver situation reports, and build communication bridges to resolve incidents.Manage incident communication proactively, offering timely and transparent updates through official channels.Actively participate in post-incident reviews, driving actionable improvements to enhance the customer experience.Qualifications12+ years of experience leading incident response efforts with a strong ability to collaborate across diverse teams.7+ years of experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers.Experience working in 24/7 support environments, with availability to participate in on-call rotations.Exceptional communication skills with the ability to communicate clearly and empathetically with customers and internal stakeholders.Further DetailsThis role is ideal for individuals who thrive in fast-paced environments and are passionate about delivering exceptional customer experiences. If you have a proven track record in incident management and a customer-centric approach, we encourage you to apply.

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