Incident Manager

Description:

Purpose of the Team – We manage the critical cases for premier customers. When the premier customer opens a high severity case (high business impact) they get my team monitoring the case and detect that it needs management. High level incident management team.

The Team provides coverage for World-wide Premier by managing the clients Enterprise and Partner clients most severe business impacted issues, identifying internal failings and driving positive change. This team providing all relevant updates into the clients CritSit tool, and routing/escalating cases.

Position Responsibilities:

• As a first line of team ownership confirmation, ensure that the client is providing timely and effective responses for all customer impacting Critical Situations.

• Entry of all relevant case updates into the CritSit tool.

• Help to identify systemic issues and flag process breakdowns during the execution of the CritSit Process.

• Participate as a documentation administrative resource on projects and initiatives owned by CMET.

• Assist in routing and assignment of Internal Post Mortems and provide Process breakdown reporting during deliverable intervals.

• Help to identify potential market share opportunities

Skills:

Technical support, Troubleshooting, Customer service, Teams, outlook, Azure, M365, Cloud, ITIL

Top Skills Details:

Technical support,Troubleshooting, Customer service,Teams,outlook,Azure,M365, Cloud, certification, ITIL

Additional Skills & Qualifications:

Excellent written and verbal communication skills are required.

About TEKsystems:

Were partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. Thats the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.