The purpose of this role
To progress reactive and proactive tickets quickly and efficiently to the conclusion.
Role Description
The Triage Incident Manager drives positive outcomes end-to-end within reactive support. The role requires healthy reactive support case progression and management across standard and critical severity cases regarding all reactive and proactive tickets. Resources are aligned directly to customer accounts and own all escalation handling, reporting, problem management, and customer communications levels. The role will partner closely with Service Delivery Managers (SDM), Customer Success Managers, Technical Account Managers (TAM), and the vendor's Customer Success Account Manager (CSAM) to support the development of insights that can inform solutions and operational health program development.
Communication & Leadership
As a key influencer and advocate for the customer, you will build strong relationships with internal and customer-facing stakeholders. In partnership with the Xcelocloud Service Delivery Managers (SDM), Customer Success Managers, Technical Account Managers (TAM), and the vendor's Customer Success Account Manager (CSAM), you will be the trusted central commander within the Reactive Support Management space. You will showcase confident leadership and communicate promptly and professionally while driving reactive support request health. This will include direct interactions with customers to gather the business impact of support requests, provide status updates on the issue's progress, and coordinate actions to improve health in at-risk or unhealthy support requests.
This role has a unique opportunity to identify and champion processes, tools, and service delivery program improvements. Your work will help to influence continuous improvement and a more connected customer experience.
Incident Management
Support Request Reviews - You will identify cases requiring action using internal tools and analytical skills. By considering customer-specific knowledge, you will determine the best action to maintain healthy support request progression and resolution. You will develop the ability to anticipate risk related to customer-specific workloads and solutions and take mitigation action where required.
Escalation Management
In collaboration with the SDM and Engineering teams, you will identify cases that require action. You create a process and template to standardize escalation management and will engage the necessary resources to coordinate appropriate efforts internally and externally to resolve cases.
Critical Situation Management
This role entails actively managing vendor-escalated cases to help our customers. You will work with each vendor's tools and portal. You will support customer and vendor working sessions. You will also be responsible for notes, documentation, technical insight, process, guidance, etc.
Expectation Setting
You will help to mitigate relationship risk through proactive expectation setting.
You will help customers experiencing incidents where the engineering team has exhausted all known avenues to solve the issue and is now blocked or if a predetermined amount of time has expired. You will engage with our SDM and Engineering resources when requested, gathering necessary information, escalating to the required vendor, and providing complete ownership of the escalation to resolution.
Problem Management
Support Requests Trends – Using internal tools, automation, and analytical skills, you will identify and confirm the root cause of support requests and categorize them following a defined standard. These insights will help you and the account team understand opportunities to maximize the value of the customer's Premier or Unified Support agreement through proactive services to drive Operational.
Health improvements. Specifically, this role will identify trends and partner with Service Delivery Managers (SDM), Customer Success Managers, Technical Account Managers (TAM), and the vendor's Customer Success Account Manager (CSAM) to build recommendations for customers.
Reporting and Business Intelligence
You will leverage purpose-built tooling and standard reporting to support your understanding of support request volume and trends. This information will support customer conversations and various incident/problem management activities. You will be responsible for all required data entry/fields and time tracking for the engagement. You will be responsible for reconciling vendor escalated time billed following the process provided by the assigned SDM.
The Skills and Experiences You Will Need
You will have many opportunities to learn and grow in this role. However, to be able to best deliver on the purpose of this role, these are the core skills and experiences you should have on day one:
- Strong problem-solving skills with the ability to influence and motivate others
- Excellent written and verbal English communication skills, including the ability to interface with executive stakeholders
- Develops and maintains good working relationships with others
- Recognizes different values and styles and respects others’ unique characteristics and strengths
- Customer-centric and curious; consciously seeks to understand desired customer outcomes and advocates on their behalf.
- Action-oriented with a strong understanding of and ability to articulate customers’ sense of urgency
- Acts confidently in uncertain circumstances and seeks to develop clarity
- Applies sound, balanced judgment during high-impact and urgent situations
- Ability to recognize when to escalate a situation to senior/executive management
Required/Minimum Qualifications
- Experience in a technical support, service delivery, or consulting role
- Experience with service delivery management for enterprise-sized customer IT organizations
- The following certifications must be completed within the first 90 days of employment or acceptance of this position:
o CIM
o ITIL
o ITSM
Additional or Preferred Qualifications
- Experience in Computer Science, Information Technology, or related fields
- Intermediate (200+ level) knowledge of Microsoft products and services
- Intermediate knowledge of Microsoft products when deployed and configured in the Cloud and on-premises environments
- Track record in successfully coordinating activities that involve cross-team interactions between internal and external contacts
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- On call
Supplemental pay types:
- Bonus pay
Work Location: Remote
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