Sutherland
Information Technology And Services
NiCE-SituationManagementSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“NiCE - Situation Management Specialist at Sutherland. Skills: Situation management, Risk management, Escalation management, Project management. Directing, planning, and managing resolution of critical technical issues. Managing project risks and escalations”
What You'll Achieve.
Resolution of critical technical issues; Mitigation of project risks; Achieving measurable progress; Customer retention during critical incidents
Industry & Context.
Analytical capability for post-event analysis; Process improvement
What They're Looking For.
Must Have
Minimum 5 years of demonstrated experience in critical situation management within complex technical environments, Bachelor's degree in business, computer science, engineering, or related equivalent professional experience, Advanced proficiency in escalation management, risk management, and situation management frameworks, Mastery of ITIL framework and problem management processes, Demonstrated expertise in project management methodologies, including SDLC and Agile, Proven leadership capability in high-pressure, dynamic situations with ability to manage multiple concurrent priorities, Extensive experience supporting and managing technical environments, Superior written and verbal communication skills, Proficiency in facilitating large-scale remote stakeholder communications and conference management, Executive-level communication capability, Exceptional crisis management acumen, Demonstrated composure and emotional intelligence under sustained stress and high-stakes situations, Proven ability to assemble, direct, and manage cross-functional, geographically distributed teams, Analytical capability for post-event analysis and process improvement
Nice to Have
Professional experience within telecommunications or product-based organizations, Established track record in service recovery and customer retention during critical incidents
What You'll Do.
and managing resolution of critical technical issues
Managing project risks and escalations
Ensure appropriate personnel are assigned and engaged
Monitor and verify measurable progress
Develop and implement contingency plans
transparent communication
Serve as primary point of contact for customer escalations
How You'll Work.
Team & Collaboration
Cross-functional team management; Geographically distributed team management; Stakeholder communication
Communication Scope
Superior written and verbal communication; Articulate complex technical concepts; Facilitating large-scale remote stakeholder communications; Executive-level communication
Process & Methodology
Project management methodologies, SDLC, Agile
Full Job Description
_We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle._ NiCE employees are highly motivated, self-starters who thrive on achieving success after success for our customers. NICE’s products are technically sophisticated and quite complex, and they are leveraged by our customers to influence and improve employee performance. To be effective with NICE’s customers, our employees have to be technically knowledgeable and capable, yet at the same time naturally inquisitive and excited about the business value our customers are achieving. We pride ourselves on our professionalism, integrity, and ability to deliver real value to our customers. This is an exciting opportunity to play an important role in a very successful software company in a rapidly growing market. Primary Duties and Responsibilities The Situation Management Specialist is responsible for directing, planning, and managing the resolution of critical technical issues, project risks, and escalations that have significant consequences for NiCE and our customers. * Ensure appropriate personnel are assigned and engaged to address the issue * Monitor and verify that measurable progress is being achieved * Develop and implement contingency plans to mitigate risk * Maintain consistent, transparent communication with manage
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