Senior Incident Manager

NiCE

Manila, Philippines
On-site
Lead technical teams during critical incidents
Serve as escalation point for support teams
Facilitate communication between internal teams
The role involves leading technical teams during critical incidents to ensure timely resolution in Production environments

Job Summary

  • The role involves leading technical teams during critical incidents to ensure timely resolution in Production environments.
  • Candidates will serve as the main escalation point for support teams, customers, and external parties to drive incident resolution.
  • The position offers a hybrid work model with 2 days in the office and 3 days remote per week.

Matching Summary

The role involves leading technical teams during critical incidents to ensure timely resolution in Production environments.

Skills & Requirements

Must-have

  • Lead technical teams during critical incidents
  • Serve as escalation point for support teams
  • Facilitate communication between internal teams
  • Coordinate with NOC and Engineering teams
  • Develop incident management policies

Nice-to-have

  • Strong written and verbal communication skills
  • Ability to work independently in agile environment
  • Assertiveness and critical thinking skills
  • Experience in high-pressure complex environments

Key Requirements

  • Bachelor's degree in business information systems or related field
  • 5+ years experience in technical support
  • Minimum six years experience with Contact Center Software
  • MCP, MCSA certifications preferred

Work Rights

Not specified

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