Incident Manager - Outstanding New Role with MIT Award Winning Software Co!
Superb new Incident Management oppty in pioneering software solutions innovator! Join this Best of Breed Robotic Process Automation software Co. CBD
Summary about this job
Help Desk & IT Support
Company: HilsonHeard
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-2-7734-4853
Fax: +61-3-9005-2549
E-mail: n\a
Site: n\a
Detail information about job Incident Manager - Outstanding New Role with MIT Award Winning Software Co!. Terms and conditions vacancy
Join the world leader in the field of Robotic Process Automation (RPA) and an MIT award winning software company! This market leading vendor is experiencing global success and impressive growth and the share price is steadily climbing.
Due to this explosive success, there is now a need for an Incident Manager to join the team in Sydney working alongside the Technical Support Engineers and looking after their Fortune 500 clients in the AsiaPac region.
As part of the global customer support team. you will be responsible for identifying and driving critical customer incidents through to a successful conclusion. Your experience should include handling issues in real time, working with the support engineers and representing those issues to engineering and senior management.
Your background in and passion for customer support and your skills in analytical problem solving, incident management, trouble-shooting and crisis management will help you to coordinate and drive the resolution to difficult issues.
Some of your day to day responsibilities will include:
- Actively lead, drive and resolve escalated issues
- Communicate with all Stakeholders effectively. This is key!
- Manage critical issues working closely with Engineering, the clients, and at times with partners
- As this is a new role, you must have experience as an Escalation or Incident Manager and be capable of defining and documenting a detailed process for 24X7 escalation
- Ensure the CRM is kept updated with the latest activities and action plans
- Review all issues, both open and post incident, to add to the knowledge base for future use
- Where required, collaborate with colleagues to identify root causes of issues and communicate them to the clients and management.
Personally, you have excellent communication skills, a high EQ and a customer-centric attitude and the ability to liaise with executive level sponsors. You will be able to demonstrate your ability to deal with complex and high-pressure situations and drive a problem through to resolution.
Most important is proven experience in a client facing technical support role of 4+ years and experience in supporting on premise, enterprise software applications. Having experience with applications in a .Net framework together with VB, Java, HTML and web services will be an advantage.
This is a superb career move and an opportunity to be part of a major global success story. The fact that you also receive shares in a hot and highly successful company exploding on a global scale doesn't hurt!
To be considered for the fabulous opportunity, please send your resume in confidence to [email protected] or phone Janice or Jane on (02) 8221 8848.
Superb city view
great team