GreyOrange - Assistant Manager - Incident Management

Role Overview : This role as an Assistant Manager in Incident and Problem Management at GreyOrange requires a seasoned professional with a strong operational support background and extensive experience in customer service. The ideal candidate will be a strategic thinker, adept at managing teams and ensuring high-quality technical support for both internal and external clients.

Responsibilities:

- Manage and coordinate incident and problem management processes.

- Act as a single point of contact for technical support for internal and/or external clients.

- Provide support to end-users on a variety of platforms and applications.

- Handle customer communication and ensure a high level of customer service.

- Participate in formal incident management processes with both internal and external teams.

- Identify patterns in technical issues and develop strategies to enhance customer support.

- Supervise and lead a team of support technicians to ensure effective support operations.

Requirements:

- Degree or equivalent work experience in customer service or technical support.

- At least 5-12 years of experience in incident management, problem management, or related fields.

- Proficiency in ServiceNow, ITSM, JIRA and Zendesk is preffered.

- Strong background in customer support, with a proven track record of managing teams.

- Excellent communication skills for customer interaction and team management.

- Experience in handling Global customers.

- Familiarity with service management concepts such as ITIL, Incident and Problem Management, Change Management, Escalation Management, Process Improvement.

- Ability to manage service requests, incident management, problem management, and process management effectively.