Incident Management Specialist

Job Title: Incident Management Specialist

Location: Redmond, WA

Job Type: Full-time + Benefits

Interview Mode: In person interview local mandatory

Shift Timing: 4.30pm to 1.30am PST

Job Description

The Incident Manager (IM) is a customer-facing role and trusted account team member who works with our Premier Unified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts. The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities:

• Engage with customers to address reactive support queries.
• Represent the customer’s business impact during escalations.
• Drive end-to-end problem resolution.

KEY ACCOUNTABILITIES

1. Relationship Management

• Know the customer and understand the impact to their business in reactive support scenarios.
• Conduct customer conversations across all management levels in incident calls and monthly connections.
• Prioritize critical issues to ensure customer satisfaction.
• Set and manage support expectations with customers.
• Orchestrate support teams to resolve customer incidents.

2. Proactive management of reactive experience

• Acknowledge and respond to customers’ requests promptly.
• Coordinate stakeholder involvement and track actions.
• Anticipate risks and escalations based on customer context.
• Proactively provide case updates regularly, propose recommendations if necessary, and take action based on the context of the case.