The Incident Manager (IM) acts as the single commander to work with our Client’s Customer Service and Support engineers and our Client’s customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. The goal of the IM is to be the Customer Advocate and enable resolution of Reactive Issues with the following key activities:
➢ Represent the customer’s business impact
➢ Support the end to end problem resolution
➢ Problem identification against the case portfolio
As a trusted account team member, the IM owns the positive outcome for our Client’s Customer’s Reactive Support Experience journey and develops the right insights for the account team to develop customer operational health conversations.
Ability to meet our client, customer and/or government security screening requirements are required for this role.
OneForma is part of Pactera EDGE, a global digital and technology services company. We bring together data, intelligence and experiences to deliver human-centric solutions to complex business challenges.
OneForma and Pactera EDGE are an equal opportunity employer and will not discriminate against any of our applicants on the grounds of race, gender, religion, background or any other reason.
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