Senior Major Incident Responder
72% FlexFull Remote
Mid-level (2-5 years)
- Remote from:Philippines
Request priority access (3/3)
Senior Major Incident Responder
72% Flex
Offer summary
Qualifications: 3 to 5 years of experience in Technical Incident Management with Cisco Contact Center Solution platforms, Experience in customer relationship support and remote support, Strong consulting skills and ability to mentor junior resources, Knowledge of Contact Center technology, ACD, IVR applications, and CRM solutions.
Key responsabilities:
- Manege Critical and High outages, provide support operations direction and oversight
- Assist in operational engagements and ensure client satisfaction
- Manage communications during client outages and post-incident activities
- Lead Support OnBoarding and Post OnBoarding Engagements for clients transitioning into support model
TTEC Digital
Information Technology & ServicesLarge1001 - 5000 Employees
aboutTTEC Digital
Job description
Your missionsAt TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
The Senior Major Incident Responder role is responsible for managing Critical and High outages, operational support direction, support operations related services, and on-going support of loyalty’s contact center managed operations clients. This role is also responsible for assisting in the leadership of operational engagements that provide focused support to clients who need additional resources. The role functions as a trusted advisor to TTEC’s clients, and responsibilities include oversight of Incident Management operations, maintaining and improving client relationships, ensuring client satisfaction, and mitigating risks.
The Senior Major Incident Responder manages internal and external communications regarding the client engagement during Critical and High outages. The Senior Major Incident Responder also assists in ensuring client satisfaction with TTEC during and after the transition between project-related implementation activities and Day-2 support. Finally, the Senior Major Incident Responder participates in post-incident and postmortem activities, including assisting with identifying the need for, and creation of, internal knowledge base documentation.
What You’ll be Doing:
Timely and Effective Management of internal and external communications
What You Bring to the Role
About Us
TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
#LI-RemotePhilippines
Required profile
Experience
Level of experience :
Mid-level (2-5 years)Industry :
Spoken language(s)
Check out the description to know which languages are mandatory.
Soft Skills
- Effective communication skills internally and externally
- Ability to mentor internal resources and engage positively with customers
- Provide ongoing delightful customer service at various management levels
- Embrace diversity and teamwork within a corporate setting
Go Premium: Access the World's Largest Selection of Remote Jobs!
- Largest Inventory: Dive into the world's largest remote job inventory. More than half of these opportunities can't be found on standard platforms.
- Personalized Matches: Our AI-driven algorithms ensure you find job listings perfectly matched to your skills and preferences.
- Application fast-lane: Discover positions where you rank in the TOP 5% of applicants, and get personally introduced to recruiters with Jobgether.
- Try out our Premium Benefits with a 7-Day FREE TRIAL.
No obligations. Cancel anytime.
Find other similar jobs
🚀 Go Premium
Access the World's Largest Selection of Remote Jobs!
🚀
Go Premium
Access the World's Largest Selection of Remote Jobs!