Senior Incident Response Manager Job in Cloud Software Group

Job Title: Senior Incident Response Manager

Location: Bengaluru, Karnataka, India

About This Team:

The Critical Situation Management team plays a pivotal role in maintaining customer trust and satisfaction in CSG Citrix BU products. We ensure swift resolution of production-impacting issues, collaborating closely with Technical Support and Product teams to maintain high uptime Service Level Targets (SLTs). Our team is dedicated to delivering rapid, effective solutions, making us essential to the continued success and reputation of the Citrix platform.

Job Description / Responsibilities:

Primary Duties / Responsibilities:

• Incident Management: Lead and manage timely, professional communication with internal and external stakeholders during critical incidents. Utilize your deep technical knowledge and strong communication skills to drive effective resolutions.
• Customer Sentiment Management: Assess and manage customer sentiments, and ensure appropriate resources are mobilized to mitigate production-impacting situations. Lead discussions with Citrix Customers and internal stakeholders with confidence and clarity.
• Collaboration: Facilitate cross-departmental collaboration to resolve customer issues, and coordinate the end-to-end customer experience, owning internal and, when necessary, external communications.
• Escalation Management: Act as the primary contact for Citrix Customers and Account teams during critical situations, collaborating with technical specialists (SMEs) to manage escalations and resolve incidents quickly.
• 24x7 Coverage: Provide 24x7 support, including weekends and holidays, on a rostered shift basis.
• Continuous Improvement: Actively participate in feedback processes, leading continuous improvement initiatives and ensuring the team adapts quickly to feedback. Lead and participate in projects aimed at improving incident response and service efficiency.
• Technical Knowledge: Utilize your technical know-how to manage the escalation process, lead calls, and effectively assess the situation to provide timely solutions.

Qualifications (Knowledge, Skills, Abilities):

Experience:

• 6 - 10 years of relevant experience in Incident Response, preferably in a Technical Support environment.
• Demonstrated ability to manage customer escalations in high-pressure scenarios.

Communication Skills:

• Exceptional verbal and written communication skills.
• Ability to engage with customers and internal leadership clearly and professionally.
• Proficiency in creating concise incident reports and Root Cause Analysis (RCA) documents.

Customer Advocacy:

• Strong customer advocacy skills, with the ability to understand, articulate, and manage customer expectations effectively.

Technical Expertise:

• Broad knowledge in technologies such as Cloud, Virtualization, Networking, Operating Systems, and Remoting, with a focus on Virtualization, Networking, and Storage.
• Experience with Microsoft OS and End-User Computing is a plus.

Collaboration Skills:

• Ability to manage and facilitate cross-team collaboration to solve complex customer issues.
• Comfortable leading critical calls and guiding teams through escalations.

Process Knowledge:

• Knowledge of ITIL, Project Management, and Six Sigma methodologies is a plus.
• Familiarity with the Software Development Lifecycle (SDLC) and defect tracking processes is beneficial.

Education:

• B.E. / B.Tech. or a Bachelor s degree in a related field with at least 5+ years of relevant experience.

Additional Skills:

• Scripting, automation, and programming skills are an advantage.
• Experience in leading formal customer meetings, including those with C-level or Senior Management.

About Us:

Cloud Software Group is one of the largest cloud solution providers globally, serving over 100 million users. Joining us means making a tangible difference for people around the world who rely on our cloud-based products to perform their work efficiently, from anywhere. We foster a culture of innovation, learning, and growth. As we prepare for an exciting new phase of growth, we need your skills and expertise to continue evolving and building the future of work.