Global Incident Manager - Customer-Focused Tech Support

8x8, Inc.; Manila; Ibrido; PHP 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

8x8, a cloud communications platform, is seeking a Support Incident Manager to coordinate customer, sales, and support escalations. You will allocate resources, monitor resolution timelines, and ensure SLA alignment to meet business requirements.

The role emphasizes strong communication, cross-functional collaboration, and data-driven improvements within a hybrid setup in the Manila area, with US business hours alignment.

Competenze

• Must have relevant experience in a technical customer support role or other technical position.

Mansioni

• Prioritize incoming escalation requests based on severity guidelines.
• Distribute escalated issues to appropriate support managers and teams.
• Monitor and manage escalations through their life cycle to ensure timely completion.
• Analyze escalation and incident management reports to identify improvements.
• Lead incident acknowledgments and publish updates to customers.
• Review incidents related to code releases, hardware failures, and process errors.
• Coordinate with war room teams to resolve highly time-sensitive issues.
• Route non-technical escalations to the appropriate manager.
• Maintain internal and external relationships for escalations.

Conoscenze

Technical support

Communication

Cross-functional

Time management

Problem solving

Strumenti

Salesforce

Microsoft Office

Descrizione del lavoro

8x8, a cloud communications platform, is seeking a Support Incident Manager to coordinate customer, sales, and support escalations. You will allocate resources, monitor resolution timelines, and ensure SLA alignment to meet business requirements.

The role emphasizes strong communication, cross-functional collaboration, and data-driven improvements within a hybrid setup in the Manila area, with US business hours alignment.