Lugera Makler Broker
10 months ago
ICT resilience manager
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Company information
- Company
- Lugera Makler Broker
- Location
- Romania
- Posted
- 10 months ago
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
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
- 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
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