Global Incident Manager - Customer Experience

5101 S&P GLOBAL PAKISTAN (PRIVATE) LIMITED; Islamabad; Presencial; PKR 2.000.000 - 3.200.000; Tempo integral

Benefícios oferecidos por esta vaga

Health & Wellness

Flexible Downtime

Continuous Learning

Invest in Your Future

Family Friendly Perks

Resumo da vaga

S&P Global is seeking a Customer Solutions Incident Specialist to lead end-to-end incident management for critical client-facing issues across our global CX teams. You will coordinate cross-functional response, communicate with customers, and drive improvements in incident handling.

Ideal candidates have ITIL foundations, 3+ years in IT service management, and experience with ServiceNow, Salesforce, or BMC Remedy. This role supports a global client base and offers exposure to diverse teams.

Qualificações

• 3+ years of IT service management with incident focus.
• Proven ability to resolve major incidents and lead through influence.
• Excellent written and verbal communication with technical and non-technical stakeholders.
• ITIL v3 or ITIL 4 Foundation certification preferred.
• Experience with ServiceNow, Salesforce, and BMC Remedy.

Responsabilidades

• Lead end-to-end incident management for Customer Experience.
• Communicate incident status and impact to internal stakeholders.
• Coordinate rapid-response teams to investigate and resolve high-priority incidents.
• Collaborate with service delivery to optimize incident processes.
• Monitor incident trends and drive proactive improvements.

Conhecimentos

Incident management

ITSM

Communication skills

Stakeholder management

Problem solving

Formação

ITIL Foundation (ITIL v3/4)

Ferramentas

ServiceNow

Salesforce

BMC Remedy

Descrição da vaga

S&P Global is seeking a Customer Solutions Incident Specialist to lead end-to-end incident management for critical client-facing issues across our global CX teams. You will coordinate cross-functional response, communicate with customers, and drive improvements in incident handling.

Ideal candidates have ITIL foundations, 3+ years in IT service management, and experience with ServiceNow, Salesforce, or BMC Remedy. This role supports a global client base and offers exposure to diverse teams.