Incident Management Specialist
Company: VirtualVocations
Location: Buffalo
Posted on: February 10, 2025
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Job Description:
A company is looking for an Incident and Escalations Manager to
join their Global Technical Support organization.
Key Responsibilities
Manage the lifecycle of escalated incidents as the single point of
contact for customers and internal stakeholders
Build strong relationships with key stakeholders across various
teams to enhance collaboration and reduce resolution times
Develop and implement post-escalation processes and establish
escalation SOPs in line with industry best practices
Required Qualifications
5+ years of customer-facing escalation management experience in
fast-paced software/technology environments
Demonstrated project management experience with the ability to
influence stakeholders
Exceptional judgment in high-pressure scenarios with timely
decision-making capabilities
Proven ability to communicate customer issues effectively to
technical and business audiences
Experience with ticketing systems such as Zendesk and
Salesforce
Keywords: VirtualVocations, Buffalo , Incident Management Specialist, Executive , Buffalo, New York
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