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, Escalation management, Risk management. Direct critical technical issues. Plan critical technical issues”
What You'll Achieve.
Drive resolution from current state to desired outcomes
Industry & Context.
Root cause analysis; Process improvement
What They're Looking For.
Must Have
5 years of demonstrated experience in critical situation management, Bachelor's degree in business, computer science, or engineering, Advanced proficiency in escalation management, Advanced proficiency in risk management, Advanced proficiency in situation management frameworks, Mastery of ITIL framework, Mastery of problem management processes, Demonstrated expertise in project management methodologies, Demonstrated expertise in SDLC, Demonstrated expertise in Agile, Proven leadership capability in high-pressure situations, Ability to manage multiple concurrent priorities, Extensive experience supporting technical environments, Extensive experience managing technical environments, Superior written communication skills, Superior verbal communication skills, Ability to articulate complex technical concepts, Proficiency in facilitating large-scale remote stakeholder communications, Proficiency in conference management, Executive-level communication capability, Exceptional crisis management acumen, Capacity to establish priorities, Capacity to manage parallel workstreams, Capacity to drive resolution, Demonstrated composure under sustained stress, Demonstrated emotional intelligence under sustained stress, Proven ability to assemble cross-functional teams, Proven ability to direct cross-functional teams, Proven ability to manage cross-functional teams, Proven ability to assemble geographically distributed teams, Proven ability to direct geographically distributed teams, Proven ability to manage geographically distributed teams, Analytical capability for post-event analysis, Analytical capability for process improvement
Nice to Have
Professional experience within telecommunications, Professional experience within product-based organizations, Established track record in service recovery, Established track record in customer retention during critical incidents
What You'll Do.
Direct critical technical issues
Plan critical technical issues
Manage critical technical issues
Ensure appropriate personnel are assigned
Ensure appropriate personnel are engaged
Monitor measurable progress
Verify measurable progress is being achieved
Develop contingency plans
Implement contingency plans
Maintain consistent communication with management
Maintain transparent communication with management
Maintain consistent communication with customers
Maintain transparent communication with customers
Serve as primary point of contact for customer
Serve as accountable owner for customer escalations
Serve as primary point of contact for situation
Serve as accountable owner for situation management
How You'll Work.
Team & Collaboration
Cross-functional teams; Geographically distributed teams
Communication Scope
Articulate complex technical concepts; Facilitate stakeholder communications; Executive-level communication
Process & Methodology
SDLC, Agile, ITIL
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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