Senior Engineer - Cloud & Infra Management

The Incident Manager (IM) is a customer-facing role and trusted account team member who works with customers and Customer Service & Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts.

The goal of the IM is to be the customer advocate and enable resolution of reactive issues through the following key activities:

• Engage with customers to address reactive support queries.
• Represent the customer's business impact during escalations.
• Drive end-to-end problem resolution.

Key Accountabilities

1. Relationship Management

• Know the customer and understand the impact to their business in reactive support scenarios.
• Conduct customer conversations across all management levels, including incident calls and monthly connections.
• Prioritize critical issues to ensure customer satisfaction.
• Set and manage support expectations with customers.
• Orchestrate support teams to resolve customer incidents.

2. Proactive Management of Reactive Experience

• Acknowledge and respond to customer requests promptly.
• Coordinate stakeholder involvement and track actions.
• Anticipate risks and escalations based on customer context.
• Proactively provide case updates, propose recommendations when necessary, and take action based on the context of the case.

3. Escalation Handling

• Drive high-risk escalations to resolution by establishing clear communication channels, documenting and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
• Understand the cause of the escalation, its business impact, and level of urgency from customers and other stakeholders.

4. Critical Thinking

• Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences.
• Establish a customer-obsession approach that puts the customer and operational health at the center.
• Prioritize workloads against agreed procedures.

5. Incident Administration

• Monitor reactive cases owned by internal support organizations.
• Provide regular updates to both customers and internal stakeholders to confirm case status and progression.

Qualifications

Required

Skills

• Excellent communication skills with the ability to tailor messaging to technical, non-technical, operational, and executive-level stakeholders.
• Develop and maintain collaborative working relationships with others.
• Recognize different values and styles and respect others' unique characteristics and strengths.
• Situational management.
• Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situations.
• Strong listening skills and the ability to translate customer feedback into support actions.
• Ability to work to tight timeframes in a fast-paced, high-volume environment.
• Demonstrated problem-solving ability with the capability to develop and execute plans to achieve specific goals.
• Self-motivated, proactive, and customer-centric attitude.
• Demonstrated aptitude to learn new technologies.

Experience & Education

• 3+ years of experience supporting enterprise technologies.
• Bachelor's degree or equivalent experience.
  • Computer Science
  • Information Technology
  • Business Management
  • Communications

Additional Requirements

• Strong English written and verbal communication skills.
• Strong stakeholder engagement and collaboration skills.
• Positive, energetic, and enthusiastic attitude.
• Excellent multitasking and task prioritization skills.
• Skilled use of Microsoft Office Suite (Word, Outlook, PowerPoint, etc.).
• Ability to apply judgment in high-pressure situations with minimal guidance.
• Understanding of reactive case lifecycle and troubleshooting methodology.
• Ability to learn new skill sets and complete role-based continuing education while balancing daily workload responsibilities.

Preferred

• 3+ years of experience supporting enterprise technologies.
• Customer Service Management experience in an IT-related environment.
• Familiarity with enterprise products and services.
• Skilled use of Power BI reporting.
• Track record of successfully coordinating activities involving cross-functional internal and external teams.
• ITIL certification.
• Outgoing personality, comfortable building new relationships and taking on new challenges.