Incident Manager

Powerfront

23/04/2025

Work Remote - FullTime

Powerfront Inc. ( is an internationalSaaS provider and the creator of the INSIDE Customer VisualEngagement Platform. For the first time, retailers can view theironline store or website LIVE in real-time; track customers’ behavior,and interact when it matters the most. Our Portfolio includes leadingbrands such as Gucci, Valentino, Staples, Rooms To Go, Sephora andmore.

We are a dedicated, passionate, andclose-knit team with technology running through our veins. Powerfrontis a strategic technology partner that transforms the way companiesrun their customer engagement strategies. A career at Powerfront isexciting, challenging and rewarding.

We arelooking for a highly motivated game-changer to lead our IncidentManagement Process. This dynamic self-starter is someone who:

• Is innovative and analytical with a drive to make the bestuse of available resources to get things done.
• Has previousexperience with full life cycle incident management.
• Isdetail oriented and has a drive for quality and accuracy of results.
• Is a dynamic communicator with considerable interpersonalskills, who has strong deductive reasoning capabilities.

Key Responsibilities

• Identifyand/or prioritize inbound escalations and partner closely with clientoperations, product development, QA testers, and other team members toresolve them.
• Serve as the primary point of contact forclient-based escalations.
• Drive a continuous improvementprogram to reduce escalations and incidents through processesimprovements, product improvements, and business systems.
• Manage escalated incidents, ensuring proper handoffs andprompt updates through the full incident life cycle.
• Workwith the development team and other managers to create an action planfor issue remediation during incident investigation.
• Respondto critical monitoring alerts and initiate investigation and rootcause analysis.
• Provide communications for major incidents toensure clear and timely updates to Client Success teams andinternal/external stakeholders.
• Identify, initiate, scheduleand conduct incident reviews, especially following major incidents.
• Create knowledge with repeatable procedures with a goal ofreducing the number of Incidents.
• Ensure the closure of allresolved and end-user confirmed Incident records.
• Refine andevolve the Incident Management Process as client needs evolve and thebusiness landscape changes over time, to ensure ongoing management andadherence to the expected service levels.
• Promote andreinforce adherence to the process and policies associated withIncident Management.

Key Requirements

• 5+ years experience inproject or incident management leading complex, strategic initiativesacross customer success, customer support, operations, productdevelopment and partnership preferably in a rapid-growth SaaS-basedportfolio / platform business.
• Experience working withcomplex IT systems, software, and SaaS technologies.
• Anaccountable cross-functional driver who works backwards from outcometo deliver timely results by prioritizing scope, quality, time andresources.
• An ability to take a bird's eye view to ensure thepuzzle pieces come together while capable of diving into the detailsto diagnose roadblocks and drive decisions and execution.
• Anability to communicate complex incidents and projects at the rightlevel for the audience.
• Exceptional troubleshooting andproblem-solving skills.
• Excellent written and oralcommunication/presentation skills.
• Works well in a fast-pacedenvironment and can quickly switch priorities as business needschange.
• Excellent attention to detail and motivated to doublecheck work.
• Must possess a high degree of integrity and trustalong with the ability to work independently.
• Ability toprioritize and manage multiple priorities.

Summary of Benefits

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

About Powerfront

Powerfront is a leadingprovider of customer engagement technology and solutions. Thecompany’s proprietary engagement software INSIDE provides real-timeactionable intelligence that beautifully orchestrates an expandingecosystem of communication platforms that has transformed the onlineretail experience.

INSIDE can be leveraged in avariety of configurations to meet customers’ needs. Its openarchitecture enables customers in the luxury retail, fashion, travel,automotive, finance, and government sectors to easily deploy directconnections to their end-users while leveraging the power of datavisualization and AI to drastically improve operational efficiency andeffectiveness.

Note: The purpose ofthis profile is to provide a general summary of essentialresponsibilities for the position and is not meant as an exhaustivelist. Assignments may differ for individuals within the samerole-based on business conditions, departmental need, or geographiclocation. Powerfront provides equal employment opportunities (EEO) toall employees and applicants for employment without regard to race,color, religion, sex, national origin, age, disability, or genetics.