NICE Incident Manager - Technical Support 

Philippines, Manila 

513684946

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.

Individual Contributor