Incident Manager

Powerfront Inc. is an international SaaS provider and the creator of the INSIDE Customer Visual Engagement Platform. Retailers can view their online store or website live in real-time, track customer behavior, and interact when it matters most. Our portfolio includes leading brands such as Gucci, Valentino, Staples, Rooms To Go, Sephora, and more.

We are a dedicated, passionate, and close-knit team with technology at our core. Powerfront is a strategic technology partner transforming customer engagement strategies. A career at Powerfront is exciting, challenging, and rewarding.

We are looking for a highly motivated Game-Changer to lead our Incident Management Process. This dynamic self-starter should:

• Be innovative and analytical, leveraging available resources efficiently.
• Have previous experience with full lifecycle incident management.
• Be detail-oriented, committed to quality and accuracy.
• Possess strong interpersonal skills and deductive reasoning capabilities.

Key Responsibilities

• Identify and prioritize inbound escalations, collaborating with client operations, product development, QA, and other teams.
• Serve as the primary contact for client escalations.
• Implement continuous improvements to reduce incidents through process, product, and system enhancements.
• Manage escalated incidents, ensuring proper handoffs and timely updates throughout the incident lifecycle.
• Work with development and management teams to create action plans during incident investigations.
• Respond to critical alerts, conduct investigations, and perform root cause analysis.
• Communicate major incidents clearly and promptly to stakeholders.
• Conduct incident reviews, especially after major incidents, and create knowledge bases with repeatable procedures.
• Ensure resolution and closure of incident records.
• Refine and evolve the Incident Management Process to meet changing client needs and business landscapes.
• Promote adherence to incident management policies and procedures.

Key Requirements

• Minimum of 5+ years in project or incident management, leading complex initiatives in SaaS or similar environments.
• Experience with complex IT systems, software, and SaaS technologies.
• Ability to drive cross-functional teams towards outcomes, prioritizing scope, quality, time, and resources.
• Capability to see the big picture while diagnosing issues in detail.
• Excellent communication skills, capable of explaining complex incidents appropriately.
• Exceptional troubleshooting and problem-solving skills.
• Strong written and oral presentation skills.
• Ability to work effectively in a fast-paced environment and adapt to changing priorities.
• High attention to detail, integrity, and independence.
• Skill in managing multiple priorities efficiently.

Summary of Benefits

• Join a forward-thinking organization revolutionizing retail technology.
• Work remotely within a highly interactive and collaborative virtual environment.
• Competitive salary and benefits.
• Be part of a culture with high client and staff retention.
• Partner with prestigious global brands.
• Opportunities for career growth and longevity.

About Powerfront

Powerfront provides customer engagement technology, with its proprietary INSIDE software offering real-time actionable insights that enhance online retail experiences. Its open architecture supports deployment across various sectors, utilizing data visualization and AI to improve operational efficiency.

Note: This profile summarizes the essential responsibilities for the position. Assignments may vary based on business needs. Powerfront is an equal opportunity employer, welcoming applicants regardless of race, color, religion, sex, national origin, age, disability, or genetics.