Major Incident Manager

Staffingine LLC; Redmond (WA); On-site; USD 110,000 - 150,000; Full time

Job summary

Staffingine LLC is seeking an Incident Manager to partner with Premier Unified customers, CS & Support engineers, and drive resolution of complex reactive scenarios. You will act as the customer advocate and provide insights into operational health opportunities.

The role emphasizes relationship management, prioritizing critical issues, coordinating across management levels, and ensuring clear, proactive communication with all stakeholders.

Qualifications

• Experience in managing complex reactive support scenarios.
• Ability to advocate for the customer across multiple levels of management.
• Strong communication and coordination skills with engineering and support teams.

Responsibilities

• Relationship Management
• Understand customer impact during reactive support scenarios.
• Conduct conversations across all management levels, including incident calls and monthly connections.
• Prioritize critical issues to ensure customer satisfaction.
• Set and manage support expectations.
• Orchestrate support teams to resolve incidents.
• Proactive Management of Reactive Experience
• Respond promptly to customer requests.
• Coordinate stakeholder involvement and track actions.
• Anticipate risks and escalations based on customer context.
• Provide regular case updates, propose recommendations, and take action as needed.

Skills

Relationship management

Stakeholder coordination

Communication

Incident management

Job description

I wanted to share an overview of the Incident Manager role and key accountabilities:

• The Incident Manager (IM) is a trusted account team member who works with Premier Unified customers and Customer Service and Support engineers to manage complex reactive support scenarios.
• The IM acts as the customer advocate, ensuring resolution of reactive issues and providing insights into operational health opportunities.

Key Accountabilities:

• Relationship Management
• Understand customer impact during reactive support scenarios.
• Conduct conversations across all management levels, including incident calls and monthly connections.
• Prioritize critical issues to ensure customer satisfaction.
• Set and manage support expectations.
• Orchestrate support teams to resolve incidents.
• Proactive Management of Reactive Experience
• Respond promptly to customer requests.
• Coordinate stakeholder involvement and track actions.
• Anticipate risks and escalations based on customer context.
• Provide regular case updates, propose recommendations, and take action as needed.