ICT resilience manager

Senior

Job description

Being responsible for providing design, planning, and implementation services for customers and partners through billed engagements;
Ensuring accelerated adoption of technology through strategic, architectural, and operational alignment within engagement delivery implementation;
Acting as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers;
Collaborating with various internal and external teams to resolve customer issues;
Communicating with the customer to understand their issue and improve their experience;
Mentoring others on the Support Escalation Management team;
Leading projects to drive key strategic initiatives;
Providing status updates to customers on moderate to highly complex issues over the phone or through email regarding issues following documented process;
Identifying and driving opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues;
Developing and maintaining relationships with internal teams, partners, and senior leadership;
Collaborating, leveraging relationships, and influencing engineering teams and/or operations teams to identify the right technical resource and ensuring the right groups are engaged to resolve highly complex customer issues;
Owning escalated issues and managing customer incidents to identify and remove barriers;
Ensuring existing processes are not a blocker to customer issue resolution.

No: PR/025084

Required skills

experience technology processes engineering design leadership management mentoring operations drive operational resilience team senior planning manager technical services support projects delivery managing maintaining engagement customer email customers process influencing ict teams implementation incidents partners opportunities driving phone engaged initiatives primary strategic status resolution complex groups updates escalation adoption relationships architectural barriers stakeholder alignment resource issue leading internal developing external issues future resolve key improve engagements contact discussions communicating moderate identify accelerated understand collaborating right ensure others leveraging billed documented identifying postmortem remediate highly owning escalated remove existing blocker

ICT resilience manager

Job description

Required skills

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