Full-Time
Incident Manager
Posted on 4/12/2024
Cloud-based contact center solutions provider
Data & Analytics
AI & Machine Learning
Mid, Senior
Remote in USA
Required Skills
Communications
Management
Salesforce
JIRA
Requirements
- 5+ years of Incident Management experience in a cloud / technical environment or similar experience
- Fundamental understanding of IT Service Management (ITIL certification is preferred)
- Experience using collaboration tools and ITSM platforms, for example: Salesforce and Jira
- Excellent communication, organization
- BS Degree in Information Systems Management or equivalent experience
Responsibilities
- Oversee the growth and development of the customer facing Incident Management process within Five9, working closely with the Customer Support organization and Technical Operations on process improvement and governance.
- Respond to incidents within Five9, providing guidance to customer facing teams, overseeing customer communication, troubleshooting, and next steps.
- Collaboration with the Technical Operations Incident Management team during incidents, and after to ensure all post-incident processes and problems have visibility and are tracked according to internal standard, and customer commitments.
- Reporting & KPI Visibility for Incidents
- Extremely high attention to detail with exceptional writing and editing skills.
- Participate and provide value in Five9 Why’s and Post Incident Analysis meetings, problem discussions, and tracking.
As a pioneer in cloud-based contact center solutions, this company provides a secure and scalable platform integrating digital engagement, analytics, workflow automation, and practical AI to enhance customer experiences. The emphasis on reliability, security, and compliance, coupled with a strong focus on employee development and empowerment, makes it an excellent workplace for those passionate about advancing customer service technologies and driving business results.
Company Stage
IPO
Total Funding
$874.1M
Headquarters
San Ramon, California
Founded
2001
Growth & Insights
Headcount