Support Incident Manager

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

The Support Incident Manager is a customer-centric position and will play a critical role in the resolution of escalations from, customers,  sales and other 8x8 customer-facing organizations. This role ensures that the right resources are assigned to work on the escalations and that the escalations are brought to a resolution that is timely, in compliance with the designated service level agreements (SLA) and meets the customer business requirements.

Primary Responsibilities:

• Prioritize incoming escalation requests based on 8x8 Technical Support Severity guidelines
• Distribute escalated issues to appropriate support managers and teams on an ad hoc basis
• Monitor and manage escalations through their life cycle to ensure timely completion.
• Analyze escalation and incident management reports and trends to provide product, service and efficiency improvements into the organisation
• Primary driver for incident acknowledgement and publishing of technical and customer facing updates to customers
• Participate in technical review of incidents due to code releases, hardware failures and process errors for the 8x8 product
• Primary support driver in participation in technical operations war room bridges to resolve highly time sensitive issues
• Transfer to appropriate support manager any non-technical escalated issues.
• Establish and maintain good internal and external relationships.
• Manage Monthly escalation analysis meetings with functional team leaders
• Consult with senior management on analysis and improvement goal definitions to reduce escalations and incidents.
• Manage the documentation of escalation handling process guidelines 
• Implement ITSM standardized incident management processes

Qualifications:

• Must have relevant experience in a technical customer support role or other technical position.
• Excellent written and verbal communication skills with all levels of the organization
• Ability to work with cross functional teams outside of support.
•  Strong organizational and time management skills. 
• Ability to handle difficult customers, remain calm under pressure and project confidence in problem solving.
• Proficient in Microsoft Office or equivalent work productivity suite (Google Docs)
• Experience with cloud based support ticketing systems (Salesforce.com preferred)
• Basic understanding of SaaS or cloud based technology.
• Knowledge of and troubleshooting proficiency in Unified Communications, understanding of Networking and VOIP preferred but not required.
• Work in a professional office environment.
• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
• Ability to utilize basic AI tools (Gemini, Claude or other equivalent enterprise AI suite)

Work Schedule & Location

• Shift: US Business Hours
• Setup: Hybrid
• Location: BGC, Taguig City

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