Incident Manager-Technical Support at Nice

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? We are currently seeking an Incident Response Manager that is ready for a challenging, rewarding, and long-term engagement in a new exciting global team. In this position, the Incident Response Manager is the single internal point of contact within a specified region for the Technical Support provision of the incident management process. The Support Leadership team is looking for an Incident Response Manager who can effectively communicate, organize, and coordinate individuals from different organizations during urgent and at times complex outages. The Incident Manager will represent customers and the support organization during high-impact events.​ How will you make an impact? • Ability to lead technical resources during a period of high stress due to a critical incident to ensure the timely resolution of incidents and problems within Production environments. • Act as an escalation point for various support teams, the customer and external parties for issues to drive incident resolution. Lead calls between internal teams, business and stakeholders to communicate status of the recovery effort and confirm service restoration throughout the incident life cycle ensuring service delivery and SLA compliance. • Participate and represent Technical support team in Incident Management calls affecting single or multi-customers. • Communicates impact to NOC, Engineering, Operations and R&D Resources as needed • Assesses impact and progress during major and minor incidents that affect single or multi-tenant to ensure escalation is timely and appropriate. • Engages Tech Support Management team to ensure proper staffing is available to handle surge of calls or cases particularly during events. • Engages Technical Support resources in gathering customer feedback, diagnostic information, and logs to fast track resolution of incidents. • Keeping detailed logs of incidents and keep updated information in incident management log for documentation and future use to drive improvements. • Provides accurate and timely communications on impact to the appropriate distribution lists and senior management. • Plan for possible impact to customers and ensure Tech Support is prepared to staff to handle volume of calls on scheduled and unscheduled system maintenance including events. • Develop policies and procedure by which technical support team will operate. These processes will be applied to help in such areas as effective incident reporting, management and escalation. • Contributes to evolving and maturing the incident management process so it integrates with other processes, problem management, change management, and tools. • May need to facilitate regular meeting with customers, the business and incident management stakeholders to prioritize and resolve important incident related issues. • Leverage incident management best practices and process frameworks, such as, ITIL methodology, to drive continual process improvement. • Able to maintain composed in high-pressure situations​ Have you got what it takes? • Bachelor's Degree in Business Information Systems or related field or equivalent work experience required. MCP, MCSA certifications preferred • ​5+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software - experience providing IT Incident and Problem Management services supporting Service Desk, IT Operations and Engineering, and Data Centers preferred. • Minimum of six years of experience working with and advanced knowledge in at least one of these technologies: Contact Center Software, Telecommunications, Computer Networking, Programming and Integrations. Specific technologies include but are not limited to: ACD/IVR, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, etc. • Excellent technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments • Excellent professional, written and verbal communications skills with the ability to capture all details in written form fluidly during conversations. • Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services and Executive/Senior Management teams to resolve technical issues • Demonstrated ability to work independently as part of a larger team • Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking and strong problem-solving skills • Ability to adapt quickly to change, think on your feet, communicate positively and work proactively This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​ What’s in it for you? Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! Enjoy NICE-FLEX! At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. Requisition ID: 10066 Role Type: Individual Contributor About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.