We are looking for an experienced Incident Manager in a dynamic Solution Support team to coordinate the transition of technical support for complex solution products.

The focus of the role:

• Review, approve and reject technical support requests including server-, cloud-based, and device-based software and applications
• Coordinate between local business teams and ensure customer issues are handled properly
• Monitor active solutions; analyze and report support metrics
• Coordinate the training and readiness of new products
• Understand solutions, products, and customer segments and share information within the team; maintain a list of all solutions
• Manage critical or escalated customer issues by interfacing directly with the customer
• Support project management with creating the project plan, task tracking, and risks to closure
• Coach and mentor others
• Participate in process improvement