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NICE Incident Manager - Technical Support 
Philippines, Manila 
513684946

30.06.2024

How will you make an impact?

  • Lead technical teams during critical incidents to ensure timely resolution in Production environments.
  • Serve as an escalation point for support teams, customers, and external parties to drive incident resolution.
  • Facilitate communication between internal teams, stakeholders, and customers throughout the incident life cycle.
  • Represent Technical Support team in Incident Management calls for single or multi-customers.
  • Coordinate with NOC, Engineering, Operations, and R&D to assess impact and progress during incidents.
  • Ensure proper staffing for a surge of calls, particularly during events, by engaging Tech Support Management.
  • Develop and implement policies and procedures for effective incident reporting, management, and escalation.
  • Contribute to the evolution and improvement of incident management processes, integrating with other processes and frameworks such as ITIL methodology.

Have you got what it takes?

  • Bachelor’s degree in business information systems or related field required, MCP, MCSA certifications preferred.
  • 5+ years' experience in technical support, preferably supporting Internet Service Providers, networks, and/or Business Software.
  • Minimum six years experience with advanced knowledge in Contact Center Software, Telecommunications, Computer Networking, Programming, and Integrations.
  • Excellent technical, analytical, and problem-solving skills in high-pressure, complex environments.
  • Strong written and verbal communication skills, ability to communicate effectively across all company teams.
  • Demonstrated ability to work independently as part of a larger team in a fast-paced, agile environment, with assertiveness and critical thinking.


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