Customer Incident & Change Manager

GroHR • Coppell, TX

1d

About The Position

This role is responsible for managing incident and change processes to ensure seamless service delivery and operational stability for customers. You will coordinate major incident resolution, engage key stakeholders, track SLA performance, and drive timely issue resolution across internal teams and vendors. In addition, you will support change management efforts by assessing risks, coordinating change execution, and helping teams successfully adopt new processes and technologies. The ideal candidate is a strong communicator, highly organized, and thrives in a fast-paced, customer-focused technology environment.

Requirements

• High school diploma/GED with 4 years of experience, or Associate's degree with 2 years of experience, or Bachelor's degree required.
• BS in Computer science, engineering or related field or an equivalent combination of education and/or experience

Nice To Haves

• Prior experience or knowledge in governing an incident management process in a multi-vendor environment.
• 1 years of experience with IT service delivery management in a multi-vendor, large complex environment is preferred
• Demonstrated ability to translate ITIL principles into practice.
• ITIL certification higher than foundation level (e.g., intermediate, expert, master) is preferred or gained within 6 months of employment.
• Technology Service provider industry experience is preferred
• Prior ITSM and/or Call Center experience

Responsibilities

• Uses common terminology and standards for incident classification and priority levels across customers.
• When incidents are required to be transferred between resolution teams (internal/external), ensures that the process is optimized to avoid unnecessary delays in overall incident resolution.
• Tracks and reports progress for all Major Incidents.
• Ensure proper team members are engaged and active on all major incidents.
• Monitors metrics for process effectiveness and efficiency, ensuring smooth integration between all key stakeholder groups at a process, people and tool level.
• Fosters productive partnerships with internal service delivery/resolution teams to ensure that the incident management process is adhered to and meets Voxai’s explicit and implicit expectations.
• Reports and presents results and findings, as well as actionable recommendations to senior leadership.
• Reports SLA adherence and provides material and metrics to the Customer Success Management team for customer satisfaction.
• Develops a broad understanding of various technologies utilized and deployed in Customers environment inclusive of infrastructure and Genesys applications.
• Manage problems and problem resolution to SLA standards.
• Articulate proposed change (current state/future state, scope, nature and vision)
• Facilitate and analyze initial assessments (Project Sponsorship/Governance, Project Stakeholders, Change Impact, Change Risks) for strategy and planning.
• Facilitate Change Metrics definition, targets, collection and analysis.
• Manage and monitor change adoption (assess, review, remediate cycle)
• Assess the change impact with proper teams and architects and ensure proper change risk and categorization is attached.
• Ensure completeness change management assessments.
• Identify, analyze, prepare risk mitigation tactics.
• Identify and manage anticipated resistance.
• Consult and coach project teams on change practices and improvements.
• Support communication efforts on change status and execution completion.
• Support and engage senior leaders for change approvals and communication.
• Support organizational design and definition of roles and responsibilities.
• Coordinate efforts with other specialists
• Integrate change management activities into project plans as required for delivery
• Evaluate and ensure user readiness for change execution.
• Measure success metrics and monitor change progress
• Support change management at the project/initiative level
• Coordinate and participate in customer DR exercise planning and execution.
• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
• Does not equate busy with effective and places a higher value on initiatives with potential for a greater impact and return
• Adjusts and modifies approach based on circumstances
• Builds trust upstream (e.g., IT governance) and downstream (e.g., service providers)
• Instills a sense of urgency in driving to completion; escalates issues as needed with Customers, vendors, internal IT teams and senior leadership
• Builds effective relationships with partners and vendors to understand and commit to Voxai’s organizational goals; fosters goodwill and collaboration amongst teams and leads by example

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level