Incident Manager

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

Role Description

The Incident Manager IM is a customerfacing role and trusted account team member who works with our PremierUnified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities

Engage with customers to address reactive support queries

Represent the customers business impact during escalations

Drive the endtoend problem resolution

Key Accountabilities

Relationship Management

Know the customer and understand the impact to their business in reactive support scenarios

Conduct customer conversations across all management levels inc incident calls and monthly connections

Prioritize critical issues to ensure customer satisfaction

Set and manage support expectations with customers

Orchestrate support teams to resolve customer incidents

Proactive management of reactive experience

Acknowledge and respond to customers requests promptly

Coordinate stakeholder involvement and track actions

Anticipate risks and escalations based on customer context

Proactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case

Escalation Handling

Drive highrisk escalations to resolution by establishing clear communication channels documenting and tracking agreed actions and maintaining an orchestration role across multiple stakeholders

Understand the cause of the escalation its business impact and level of urgency from Customer and other stakeholders

Critical Thinking

Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences

Establish a customer obsession approach that puts the customer and the customer operational health in the center

Prioritize workloads against agreed procedures

Incident Administration

Monitor reactive cases owned by internal support organizations

Provide regular updates to both customers and interna stakeholders to confirm case status and progression

Qualifications

• Excellent communication skills with the ability to tailor messaging to both technical and nontechnical as well as operational and executive level stakeholders
• Develop and maintain collaborative working relationships with others Recognize different values and styles and respect others unique characteristics or strengths
• Situational management Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situations
• Strong listening skills and the ability to translate that listening into customer service and support action
• Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situations
• Able to work to tight timeframes in a fast paced highvolume environment
• Demonstrated problem solver with the ability to develop and execute a plan to achieve specific goals
• Selfmotivated proactive and customercentric attitude
• Demonstrated aptitude to learn new technologies

Required

• 3 years of experience in supporting enterprise technologies
• Bachelors degree or equivalent experience
• Preferred Computer Science Information Technology Business Management Communications
• Strong English written and verbal communication skills
• Other languages may be required depending on location and area to be supported
• Strong stakeholder engagement and collaboration
• Positive energetic enthusiastic attitude
• Excellent at multitasking task prioritization
• Skilled use of the Microsoft Office Suite eg Word Outlook PowerPoint etc
• Ability to apply judgement in high pressure situations with minimal external guidance
• Understanding of reactive case lifecycle and troubleshooting methodology
• Ability to learn new skill sets and consume role bases continuing education while balancing daily workload responsibilities

Preferred

• 3 years of experience in supporting enterprise technologies
• Customer Service Management experience in an IT related environment
• Familiarity with Microsoft products, services
• Skilled use of Microsoft Power BI reporting
• Track record in successfully coordinating activities that involve crossteam of internalexternal contacts
• ITIL certified
• Outgoing personality comfortable with build new relationships and taking on new challenges

Mandatory Qualification

Applicants must possess a current, valid U.S. Passport. Candidates who do not meet this requirement will not be considered.

Other Details

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Benefits And Perks

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.