Customer Incident Resolution Lead

LTM; Bellevue (WA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Comprehensive Medical Plan

Disability Coverage

401(k) Plan with Company match

Life Insurance

Vacation Time & Holidays

Paid Paternity and Maternity Leave

Job summary

LTIMindtree in Bellevue, WA seeks an Incident Manager to lead reactive support scenarios for PremierUnified customers. You will coordinate with Customer Service and Support engineers to advocate for the customer and drive resolution of complex incidents.

The role requires proactive stakeholder engagement, strong communication, and the ability to manage multiple high-priority cases in a fast-paced environment.

Qualifications

• 3 years of experience in supporting enterprise technologies.
• Bachelors degree or equivalent experience.
• Strong English written and verbal communication skills.

Responsibilities

• Engage with customers to address reactive support queries
• Represent the customers business impact during escalations
• Drive the endtoend problem resolution
• Know the customer and understand the impact to their business in reactive support scenarios
• Conduct conversations across management levels including incident calls and monthly connections
• Coordinate stakeholder involvement and track actions
• Escalation handling and documenting agreed actions across teams
• Provide regular updates to customers and internal stakeholders

Skills

Excellent communicat ion

Stakeholder engagement

Organized / highly organized

Problem solving

Multitasking

Customer-centric

Learn new technologies

Ability to work under pressure

English proficiency

Education

Bachelor's degree or equivalent experience

Preferred CS/IT/Business/Communications

Tools

Microsoft Office Suite

Power BI reporting

Job description

LTIMindtree in Bellevue, WA seeks an Incident Manager to lead reactive support scenarios for PremierUnified customers. You will coordinate with Customer Service and Support engineers to advocate for the customer and drive resolution of complex incidents.

The role requires proactive stakeholder engagement, strong communication, and the ability to manage multiple high-priority cases in a fast-paced environment.