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Customer Incident Manager II..
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Qualifications
Basic Qualifications
- Degree in Computer Science/Engineering or equivalent work experience
- 7-10 years of overall industry experience
- 5-7 years experience in enterprise customer technical support / systems administration or incident management roles
- Strong customer service skills and advanced negotiation abilities
- Ability to listen and diffuse volatile situations while defining goals and objectives to meet the customer's expressed needs
- Strong English phone and writing skills are required
- Strong analytical skills and technical writing skills; excellent communicator who can disseminate information in a clear manner to both business and technical audiences
- Must be independent, self-motivated, team player with a people-oriented personality capable of managing multiple priorities and commitments
- Strong team player who enjoys working in a fast paced team atmosphere on cutting edge Internet related technologies
Desired Qualifications
- Experience and understanding of IT Service Delivery and ITIL (at least v3) certification
- Demonstrate leadership and work independently to resolve complex technical problems
- Developed methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles
- At least 2-3 years experience resolving technical issues related to products and infrastructure.
- Worked independently on technical issues that involved complex data analysis from distributed systems