Incident Management Lead
3 weeks ago
Collibra is seeking a highly skilled Incident Management Lead to join our Support team. As a key member of our team, you will be responsible for the end-to-end management of customer support escalations for our growing customer base.
You will work closely with stakeholders across all levels of the organization to elevate, communicate, aid in the resolution of, and document escalated incidents, ensuring the best customer experience during critical situations.
This is a hybrid position based in London, and you will be responsible for:
- Managing the lifecycle of an escalated incident, including acting as the single point of contact, incident intake, impact analysis, internal stakeholder coordination, and communication, and escalation closure.
- Establishing and maintaining escalation standard operating procedures in accordance with industry standards (ITIL) and best practices (TSIA).
- Building strong working relationships with key stakeholders across Customer Success, Engineering, and Product, focused on fostering efficient collaboration and driving down resolution times.
- Leading, developing, implementing, and coordinating key post-escalation processes, such as post-incident reviews, conducting post-mortems, preparing customer-facing RCA's, trend analysis, and other key continuous process improvement activities.
- Building, revamping, and monitoring escalation KPIs and relevant reporting to ensure support continues to provide the best internal and customer experience possible for escalated incidents.
- Leading, driving, and managing incident review meetings focused on critical/major escalations with senior leadership.
- Project management of Service Delivery initiatives to improve and mature related support processes and functions, where relevant.
You will have:
- 10+ years of incident management and/or escalation management experience in fast-paced software/technology environments, preferably as a team lead or manager.
- Proven ability to cultivate strong working relationships cross-functionally to drive effective teamwork and communication.
- Experience working with relevant tooling, including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.
- Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority.
- A bachelor's degree or equivalent related working experience is required.
You are:
- Exceptional with judgment regarding escalation management and incident resolution, as well as in the ability to make timely decisions from both business and technical standpoints.
- Customer-centric.
- An excellent problem solver.
- A skilled collaborator and influencer.
- An independent and well-organized, project-oriented thinker.
- Someone who thrives in a fast-paced environment.
Measures of success:
- Within your first month, you will absorb knowledge about current incident and escalation processes & tools as well as identify key pain points and opportunities for immediate improvement.
- Within your third month, you will be actively managing escalations, implementing improvements to current processes, and documenting action plans for new functional post-incident activities.
- Within your sixth month, you will help lead the end-to-end escalation process as well as any post-incident activities and act as a lead in executing against a project roadmap for further maturing Collibra's incident & problem management strategy.
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