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TTEC Senior Major Incident Responder in Quezon City, Metro Manila, Philippines

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 eLoyalty’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 eLoyalty 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.

Platform Operations Management

  • Provide support efforts leadership, oversight, and direction to all technical teams and vendors during high impact and critical impact outages to restore normal service operations as quickly as possible

  • Work with all internal stakeholders through CAB to review, approve, and provide risk assessment for Change Requests.

  • Assists with post-incident reviews, including coordination and assembly of initial draft formal root cause analysis documentation for management review prior to delivery to the Account Management team, and/or internal postmortem documentation where appropriate.

  • Provide assistance on Operational Engagements for clients who need high touch, or focused support

  • Drive Incident / Service Request resolution activities between Service Desk, Level II/III and management resources

  • Provide input and assistance for postmortem reviews in order to identify and quantify process gaps, communications, true outage costs and cost effectiveness of solutions

  • Integrate with Service Desk, Level II/III team members and management to provide feedback and guidance with the goal to improve eLoyalty’s support delivery methods

  • Provide Manager-On-Duty (MOD) functionality for review and approval of Urgent change requests, as well as acting as a level of customer escalation for the Service Desk.

  • Lead efforts related to planning and execution of Support OnBoarding for customers transitioning into the Day-2 support model.

  • Conduct Post OnBoarding Engagements to ensure that issues for customers transitioned to Day-2 support are being properly responded to and resolved, and that any lingering issues from the implementation project are resolved.

  • Provides 24/7 rotational OnCall Support for Critical and High outage coverage, as well as MOD functions.

  • Conducts reviews of unresolved P1/P2 incident tickets to ensure efforts do not become stale, and to drive focus on resolution of the issues.

  • Provides assistance on various escalated ad-hoc support engagements for focused oversight, guidance, and resolution or remediation efforts.

  • Assists junior peers with performance of their responsibilities through helpful guidance to expand their knowledge and capabilities

  • Timely and Effective Management of internal and external communications

  • P rovide timely, efficient, recurring updates through the entire lifecycle of a Critical or High outage

  • Maintain positive and professional demeanor when communicating internally and externally

  • Build strong business relationships with all engagement stakeholders

  • Act as a mentor for junior internal resources to ensure highest level of customer satisfaction

  • Provide formal account status and communication for presentation to eLoyalty’s Leadership on Operational Engagements

Skills/Experience/Expectations:

  • 3 to 5 years Technical Incident Management experience with Cisco Contact Center Solution platforms

  • Customer relationship support experience

  • Remote support experience

  • Strong consulting skills

  • Experience in support of delivery of Contact Center technology support for voice and / or data network management and operations, computer telephony integration, ACD and IVR applications, and Customer Relationship Management applications.

  • Demonstrated ability to mentor junior resources and oversee technical support efforts

  • Strong communication skills

  • A passion for partnering effectively with customers and providing excellent customer service at the management and senior management levels

  • Ability to work on call

#LI-PM1

Job: *Information Technology

Title: Senior Major Incident Responder

Location: PH-National Capital-Quezon City, Metro Manila

Requisition ID: 02HQI

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