Incident Manager

The Role - Incident Manager

We have an amazing opportunity for an experienced Incident Manager to join our Global Support Team at our HQ in Limerick on a hybrid.

As the Incident Manager @AMCS you will;

• Partner and collaborate with, Engineering, Operations, Technical Support, Customer Success, and Sales Leadership to ensure delivery of a unified support experience for customers.
• Ensure superb execution of the incident resolution process, with transparent communication that grows internal/external customer satisfaction.
• Work directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed, regularly acting as the customers’ advocate helping prioritize and gain momentum in solving complex challenges.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a technical support environment, managing issues.
• 5 years of experience managing, coordinating, and ensuring resolution on executive-facing escalations.

Preferred experience:

• Experience directing and maximizing the benefits of collaborating with global teams.
• Excellent operational and services experience in a cloud services delivery environment, providing mission critical support to large enterprise customers.
• Practical experience managing incident response across multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
• Strong technical knowledge of complex systems, ideally in a multi-tenant, cloud environment.

Responsibilities

• Coordinate Incident Response across multiple functions for complex service outages and contribute to the continuous evolution of AMCS Group Incident Management processes and procedures.
• Manage customer and internal stakeholder communications for any multi-customer issues via multiple communication channels ensuring updates are timely, accurate, and actionable.
• Address incoming critical escalations from executives and/or key customers, and coordinate response, often across multiple teams, in order to facilitate swift and effective resolution of those situations.
• Lead cross-functional post-incident process reviews to ensure continuous improvement of operations and execution, enabling the delivery of post incident reports to customers and stakeholders.

Your Life@AMCS:

·Choose how you work: on-site or Hybrid

·Gain extensive training, guidance, and support.

·Work in an environment that is truly collaborative, innovative, and supportive.

·Have a clear pathway for your progression.

·Make an impact and be part of digital ways to a cleaner world.

Your AMCS story begins here.