NICE
SeniorIncidentManager
“Senior Incident Manager at NICE. Skills: Incident Management, Technical Support, Communication. Lead technical teams during critical incidents. Serve as an escalation point”
What You'll Achieve.
ensure timely resolution in Production environments
Industry & Context.
analytical; problem-solving skills; critical thinking
What They're Looking For.
Must Have
Bachelor’s degree in business information systems or related field required, 5+ years' experience in technical support, Minimum six years experience with advanced knowledge in Contact Center Software, Telecommunications, Computer Networking, Programming, and Integrations, Excellent technical, analytical, and problem-solving skills in high-pressure, complex environments, written and verbal communication skills, ability to communicate effectively across all company teams, Demonstrated ability to work independently as part of a larger team in a fast-paced, agile environment, with assertiveness and critical thinking
Nice to Have
MCP, MCSA certifications preferred, preferably supporting Internet Service Providers, networks, and/or Business Software
What You'll Do.
Lead technical teams during critical incidents
Serve as an escalation point
Facilitate communication between internal teams
Represent Technical Support team in Incident Management calls
Ensure proper staffing for a surge of calls
Develop and implement policies and procedures
Contribute to the evolution and improvement of incident management processes
How You'll Work.
Team & Collaboration
coordinating teams during urgent outages; communicate, organize, and represent our customers; Facilitate communication between internal teams, stakeholders, and customers; Represent Technical Support team in Incident Management calls; Coordinate with NOC, Engineering, Operations, and R&D; engaging Tech Support Management; work independently as part of a larger team
Communication Scope
written and verbal communication skills; ability to communicate effectively across all company teams
Applying for this Senior Incident Manager role?
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