Incident Manager

buscojobs Brasil; Região Geográfica Intermediária de Teófilo Otoni; Teletrabalho; BRL 40.000 - 80.000; Tempo integral

Resumo da oferta

An innovative company is seeking a dynamic leader for their Incident Management Process. This role involves managing escalated incidents, collaborating with various teams, and driving continuous improvements to enhance customer engagement strategies. You'll work in a remote, interactive environment with a strong focus on quality and accuracy, ensuring that client operations run smoothly. If you thrive in fast-paced settings and possess exceptional communication and problem-solving skills, this is an exciting opportunity to make a significant impact in the retail technology landscape.

Serviços

Competitive salary and benefits

Career progression opportunities

Collaborative virtual workforce

High client and staff retention culture

Qualificações

• 5+ years in project or incident management in SaaS environments.
• Exceptional troubleshooting and problem-solving skills required.

Responsabilidades

• Manage escalated incidents and ensure timely resolutions.
• Drive continuous improvement in incident management processes.

Conhecimentos

Incident Management

Project Management

Troubleshooting

Communication Skills

Analytical Skills

Problem-Solving

Descrição da oferta de emprego

Powerfront Inc. (www.powerfront.com) is an international SaaS provider and the creator of the INSIDE Customer Visual Engagement Platform. For the first time, retailers can view their online store or website LIVE in real-time; track customers’ behavior, and interact when it matters the 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 running through our veins. Powerfront is a strategic technology partner that transforms the way companies run their 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 is someone who :

• Is innovative and analytical with a drive to make the best use of available resources to get things done.
• Has previous experience with full life cycle incident management.
• Is detail oriented and has a drive for quality and accuracy of results.
• Is a dynamic communicator with considerable interpersonal skills, who has strong deductive reasoning capabilities.

Key Responsibilities

• Identify and / or prioritize inbound escalations and partner closely with client operations, product development, QA testers, and other team members to resolve them.
• Serve as the primary point of contact for client-based escalations.
• Drive a continuous improvement program to reduce escalations and incidents through processes improvements, product improvements, and business systems.
• Manage escalated incidents, ensuring proper handoffs and prompt updates through the full incident life cycle.
• Work with the development team and other managers to create an action plan for issue remediation during incident investigation.
• Respond to critical monitoring alerts and initiate investigation and root cause analysis.
• Provide communications for major incidents to ensure clear and timely updates to Client Success teams and internal / external stakeholders.
• Identify, initiate, schedule and conduct incident reviews, especially following major incidents.
• Create knowledge with repeatable procedures with a goal of reducing the number of Incidents.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Refine and evolve the Incident Management Process as client needs evolve and the business landscape changes over time, to ensure ongoing management and adherence to the expected service levels.
• Promote and reinforce adherence to the process and policies associated with Incident Management.

Key Requirements

• 5+ years experience in project or incident management leading complex, strategic initiatives across customer success, customer support, operations, product development and partnership preferably in a rapid-growth SaaS-based portfolio / platform business.
• Experience working with complex IT systems, software, and SaaS technologies.
• An accountable cross-functional driver who works backwards from outcome to deliver timely results by prioritizing scope, quality, time and resources.
• An ability to take a bird's eye view to ensure the puzzle pieces come together while capable of diving into the details to diagnose roadblocks and drive decisions and execution.
• An ability to communicate complex incidents and projects at the right level for the audience.
• Exceptional troubleshooting and problem-solving skills.
• Excellent written and oral communication / presentation skills.
• Works well in a fast-paced environment and can quickly switch priorities as business needs change.
• Excellent attention to detail and motivated to double check work.
• Must possess a high degree of integrity and trust along with the ability to work independently.
• Ability to prioritize and manage multiple priorities.

Summary of Benefits

• A dynamic & forward-thinking organization revolutionizing retail technology
• A virtual workforce, remote but highly interactive and collaborative
• Competitive salary and benefits
• Be a part of an amazing culture with a high client and staff retention
• Take pride in partnering with the most prestigious brands in the world
• Career progression and longevity

About Powerfront

Powerfront is a leading provider of customer engagement technology and solutions. The company’s proprietary engagement software INSIDE provides real-time actionable intelligence that beautifully orchestrates an expanding ecosystem of communication platforms that has transformed the online retail experience.

INSIDE can be leveraged in a variety of configurations to meet customers’ needs. Its open architecture enables customers in the luxury retail, fashion, travel, automotive, finance, and government sectors to easily deploy direct connections to their end-users while leveraging the power of data visualization and AI to drastically improve operational efficiency and effectiveness.

Note : The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role-based on business conditions, departmental need, or geographic location. Powerfront provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.