About this opportunity
LTM lists this Senior Engineer - Cloud & Infra Management opportunity in bellevue, Washington. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Role Description
The Incident Manager IM is a customerfacing role and trusted account team member who works with our PremierUnified customers and Customer Service and Support engineers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities
Engage with customers to address reactive support queries
Represent the customers business impact during escalations
Drive the endtoend problem resolution
Key Accountabilities
1Relationship Management
Know the customer and understand the impact to their business in reactive support scenarios
Conduct customer conversations across all management levels inc incident calls and monthly connections
Prioritize critical issues to ensure customer satisfaction
Set and manage support expectations with customers
Orchestrate support teams to resolve customer incidents
2Proactive management of reactive experience
Acknowledge and respond to customers requests promptly
Coordinate stakeholder involvement and track actions
Anticipate risks and escalations based on customer context
Proactively provide case updates regularly propose recommendations if necessary and take action based on the context of the case
3Escalation Handling
Drive highrisk escalations to resolution by establishing clear communication channels documenting and tracking agreed actions and maintaining an orchestration role across multiple stakeholders
Understand the cause of the escalation its business impact and level of urgency from Customer and other stakeholders
4Critical Thinking
Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences
Establish a customer obsession approach that puts the customer and the customer operational health in the center
Prioritize workloads against agreed procedures
5Incident Administration
Monitor reactive cases owned by internal support organizations
Provide regular updates to both customers and interna stakeholders to confirm case status and progression
Qualifications
Ability to meet Microsoft customer andor government security screening requirements are required for this role
Skills High Level Detailed Skill Requirements Listed Below
Excellent communication skills with the ability to tailor messaging to both technical and nontechnical as well as operational and executive level stakeholders
Develop and maintain collaborative working relationships with others Recognize different values and styles and respect others unique characteristics or strengths
Situational management Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situation
Strong listening skills and the ability to translate that listening into customer service and support action
Highly organized with the ability to adapt to changing priorities and act confidently in uncertain situations
Able to work to tight timeframes in a fast paced highvolume environment
Demonstrated problem solver with the ability to develop and execute a plan to achieve specific goals
Selfmotivated proactive and customercentric attitude
Demonstrated aptitude to learn new technologies
Required
3 years of experience in supporting enterprise technologies
Bachelors degree or equivalent experience
OPreferred Computer Science Information Technology Business Management Communications
Strong English written and verbal communication skills
oOther languages may be required depending on location and area to be supported
Strong stakeholder engagement and collaboration
Positive energetic enthusiastic attitude
Excellent at multitasking task prioritization
Skilled use of the Microsoft Office Suite eg Word Outlook PowerPoint etc
Ability to apply judgement in high pressure situations with minimal external guidance
Understanding of reactive case lifecycle and troubleshooting methodology
Ability to learn new skill sets and consume role bases continuing education while balancing daily workload responsibilities
Preferred
3 years of experience in supporting Microsoft enterprise technologies
Customer Service Management experience in an IT related environment
Familiarity with Microsoft productsservices
Skilled use of Microsoft Power BI reporting
Track record in successfully coordinating activities that involve crossteam of internalexternal contacts
ITIL certified
Outgoing personality comfortable with build new relationships and taking on new challenges
Other Details
Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):
Benefits And Perks
Comprehensive Medical Plan Covering Medical, Dental, Vision
Short Term and Long-Term Disability Coverage
401(k) Plan with Company match
Life Insurance
Vacation Time, Sick Leave, Paid Holidays
Paid Paternity and Maternity Leave
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer
The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree
is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
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Worksite address
bellevue, WA, 98009, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.